Senior Technical Support Engineer
Core
Provide post-sales technical support, configuration guidance, and troubleshooting for enterprise network security customers via phone, email, and web.
Role type
Senior Technical Support Engineer (Network Security)
Builds
Customer success and resolution of complex network security issues
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
TCP/IP, routing and switching (OSPF, BGP, VLAN, STP), security protocols (IPSEC, SSL-VPN, NAT, GRE), fault isolation, root cause analysis, network debugging
Preferred skills
Authentication Protocols (Radius / TACACS), Cisco, Checkpoint, Juniper, Fortinet products
Technologies
TCP/IP, OSPF, BGP, VLAN, STP, IPSEC, SSL-VPN, NAT, GRE, Radius, TACACS
Responsibilities
Diagnose and resolve complex technical issues using fault isolation and root cause analysis; reproduce customer issues and qualify critical issues; publish technical support bulletins and user documentation; collaborate with Development, Sales, QA, and Marketing; provide on-call support 24x7; travel to customer sites for critical situations
Seniority
Senior, hands-on IC
