Senior Technical Support Engineer (CNGFW)
Core
Premier technical authority providing advanced post-sales support, expert troubleshooting, and architectural guidance for mission-critical enterprise infrastructures.
Role type
Senior IC Technical Support Engineer (Network Security)
Builds
Maintains stability and security of mission-critical customer environments; influences product roadmaps via defect feedback.
Domain
Cybersecurity / Network Infrastructure / Enterprise Cloud
Deliverable
client delivery
Required skills
Advanced network operations, Root Cause Analysis (RCA), fault isolation, complex architecture evaluation, high-pressure crisis management, technical documentation, stakeholder communication
Preferred skills
Cloud virtualization (VMWare, AWS, Azure, GCP, OCI), competitor firewall products (Cisco, Checkpoint, Juniper, Fortinet, Zscaler)
Technologies
VM-Series, Cloud NGFW, VMWare ESXi, KVM, AWS, Azure, GCP, OCI, BGP, OSPF, IPSEC, SSL/TLS, NAT, PKI, VPC, GWLB, vWAN
Responsibilities
Provide expert-level configuration and troubleshooting for Platinum-tier customers; use AI-based support tools to improve resolution times; meet enhanced SLAs for mission-critical systems; perform advanced diagnostics and RCA on structural crises; partner with Development/QA/Product to identify defects and steer roadmaps; reproduce complex issues in lab environments to isolate bugs; author Technical Support Bulletins and whitepapers; translate engineering issues into business-impact terms for executives; validate and maintain customer context databases; establish rapid rapport with customer stakeholders.
Seniority
Senior, hands-on IC