Senior Technical Support Engineer
Core
Operate as a designated customer advocate providing advanced technical support, root cause analysis, and release planning for top-tier enterprise security customers.
Role type
Senior Technical Support Engineer (Network Security)
Builds
Security infrastructure stability and customer trust for enterprise clients
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security troubleshooting, TCP/IP, Routing protocols (BGP, OSPF, EIGRP), VPN technologies (IPSEC, PKI, SSL), Root cause analysis, Lab replication, Technical documentation, Stakeholder management
Preferred skills
Executive-level communication, Mixed media network debugging, Network simulation tools
Technologies
Wireshark, GNS3, LDAP, TACACS+, Radius, SNMP, IPv6, NAT, PAT
Responsibilities
Offer advanced technical assistance to resolve complex security issues; Manage critical support cases from initiation to resolution; Perform root cause analysis and fault isolation; Identify product defects via lab replication; File bug reports and develop test plans with QA; Travel to customer sites for critical situations; Author technical support bulletins and documentation.
Seniority
Senior, hands-on IC