SonicWall
Delivering real-time breach detection and prevention solutions backed by SonicWall Capture Threat Network.
firewall • ngfw • application intelligence and control • network security
1001 - 5000
Technical Support Engineer-Remote- Networking background is a must
May 2
SonicWall
Delivering real-time breach detection and prevention solutions backed by SonicWall Capture Threat Network.
firewall • ngfw • application intelligence and control • network security
1001 - 5000
Description
• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails • Provide technical solutions and workarounds for end users with their issues on respective product line • Owns customer issues from beginning to resolution (handles in place) • Assists customers by diagnosing problems and providing resolutions for technical and service issues • Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions • Recreates, identifies and provides input on unique or recurring customer problems • Focuses on delivering a positive customer experience according to SonicWall standards • Monitors and tracks issues to ensure accurate resolution • Candidate should work closely with the Engineering and other cross-functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases, and resolve the customer issues in a professional manner • Provide consistent feedback to the team on products supported • Remains knowledgeable of SonicWall product line and related industry products and technologies • Willing to work in 24x7 environment • Good understanding of Security, LAN/WAN topologies and technologies • In-depth knowledge of OSI Model, TCP/IP, Network Security basics • Ability to work in a high-level stress and interrupt-driven environment • Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux • Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon etc • Routing and Switching knowledge will be added advantage • 2+ years of networking and network security support experience with a solid understanding of LAN/WAN topologies and technologies preferred • In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, Firewall, IDS/IPS will be added advantage
Requirements
• Bachelor’s degree and at least 2 years of related experience; or an advanced degree without experience; or equivalent work experience preferred • Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering preferred
Benefits
• N/A
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