Senior Technical Support Engineer, Focused Services
Core
Senior Technical Support Engineer providing post-sales support, root cause analysis, and troubleshooting for complex network security issues for top-tier customers.
Role type
Senior IC Technical Support Engineer (Network Security)
Builds
Customer security posture, product quality feedback loops, and internal knowledge base
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security troubleshooting, TCP/IP, Routing protocols (BGP, OSPF, EIGRP), VPN technologies (IPSEC, PKI, SSL), Network operations (TCP, UDP, SNMP, IPv6, NAT), Network troubleshooting tools (Wireshark, GNS3), Authentication protocols (LDAP, TACACS+, Radius)
Preferred skills
Virtualization (AWS, Azure, VMWare, OpenStack), OS debugging (Windows, macOS, Linux), Scripting (Python, Shell), Multi-vendor firewall experience (Cisco, Palo Alto, Checkpoint)
Responsibilities
Deliver expert-level technical assistance and resolve complex security issues via troubleshooting and configuration guidance; Take ownership of support cases from initiation to resolution including multi-vendor troubleshooting and root cause analysis; Act as a trusted advisor communicating technical solutions to technical and executive stakeholders; Collaborate with cross-functional teams to drive customer experience and address critical challenges; Drive continuous customer engagement through QBRs and account reviews providing risk mitigation strategies; Serve as a subject matter expert identifying product defects through lab replication and testing; Work with Engineering and QA to file bug reports and improve software/hardware quality; Author technical support bulletins, training materials, and troubleshooting guides; Provide rapid on-site support for critical issue resolution when necessary.