Senior Technical Support Engineer - Security Clearance Required - Remote

Overview

The Senior Technical Support Engineer will provide expert support to customers, addressing complex post-sales issues and ensuring a positive customer experience in cybersecurity.

In Short

• Provide post-sales technical support via phone, email, and web.
• Deliver remote support and deployment services.
• Manage support cases to track and resolve issues promptly.
• Utilize fault isolation and root cause analysis to diagnose technical problems.
• Reproduce customer issues and qualify critical incidents.
• Publish Technical Support Bulletins and user documentation.
• Collaborate with Development, Sales, Quality Assurance, and Marketing teams.
• Review user documentation for training materials and guides.
• Travel to customer sites for critical issue resolution.
• Work closely with Sales and Sales Engineering Teams.

Requirements

• 8+ years of technical support experience with a strong customer focus.
• Advanced certifications (CCIE/JNCIE/CISSP) preferred.
• Excellent written and spoken communication skills.
• Ability to debug complex networks with mixed media and protocols.
• Strong interpersonal skills for team collaboration.
• Self-disciplined and motivated with a sense of urgency.
• Passionate about learning new technologies quickly.
• Strong project management and organizational skills.
• Analytical skills for translating business requirements into technical specifications.
• Proficient in networking protocols (TCP/IP, BGP4, OSPF, etc.).
• Experience with firewall environments (Cisco, Checkpoint, Juniper, Fortinet) is a plus.

Benefits

• Flexible benefits program with a wide range of options.
• Mental and financial health resources available.
• Personalized learning opportunities for career growth.
• Supportive work environment focused on inclusion.
• Opportunity to work on innovative cybersecurity solutions.