Technical Support Engineer - Remote, Portuguese Speaker

4 days ago

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SonicWall

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firewall • ngfw • application intelligence and control • network security

1001 - 5000

Description

• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails in a 24x7x365 days environment. • Provide technical solutions and workarounds for end users with their issues on the respective product lines. • 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 professionally resolve the customer issues. • Provide consistent feedback to the team on products supported. • Remains knowledgeable of SonicWall product line and related industry products and technologies

Requirements

• Good understanding of Security, LAN/WAN topologies and technologies • In-depth knowledge of the OSI Model, TCP/IP, and 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 an 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, and IDS/IPS will be an added advantage