Technical Support Engineer
November 12
Description
• Phone support for technically complex customer reported issues related to SonicWall’s Next-Generation Firewalls • Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams as needed • Case management: Document and effectively provide SLA updates for troubleshooting and updating technical issues for the duration of customer technical issues • Setup the test environments as necessary for the replication of customer reported issues and provide the documentation on these setups to the Level 3 support teams • Ensure that the work performed meets the performance and quality within acceptable business standard performance measurements and meets the customer commitments while working with the Level 3 Technical Support team members as needed
Requirements
• 2-4 years of relevant experience or equivalent combination of education and work experience • 2+ years in dealing with standard security practices • 2+ years of experience in Internet security products involving any of the technologies like Stateful Firewalls, VPNs, PKI, Anti-Virus, IPS, SSL, and other security products • 2+ years of experience in supporting products related to Network Security • An advanced understanding of LAN & WAN Network topologies, strong knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing • Advanced knowledge of managed switches, VLANs, and switching protocols • Experience with the implementation, configuration, and management of network security products (Firewalls, IPS, VPNs including IPSEC and SSL ) • Knowledge of Internet devices like Routers, Load Balancers, Application Proxies, etc., is required • Experience in Security Engineering in heterogeneous environments involving both Windows Networks including Active Directory, Radius, Digital Certificates, and various versions of Linux • Ability to work independently as well as in a team setting with strong troubleshooting and diagnostic skills applicable for medium to enterprise networks • Candidate must have a strong customer orientation and should possess an excellent work ethic
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