Sr. Technical Support Engineer, Focused Services - Remote

Overview

The Sr. Technical Support Engineer will work with customers to address complex post-sales concerns, providing technical support and ensuring a positive customer experience.

In Short

• Provide post sales technical support via phone, email, and web.
• Remote support, deployment, and knowledge transfer.
• Handle support cases to ensure timely resolution.
• Use fault isolation and root cause analysis skills.
• Work to reproduce and qualify critical customer issues.
• Publish Technical Support Bulletins in the Knowledge Base.
• Collaborate with Development, Sales, Quality Assurance, and Marketing.
• Review user documentation for training materials.
• Travel may be required for critical situations.
• Work closely with Sales and Sales Engineering Teams.

Requirements

• BS/MS or equivalent experience required.
• 8+ years of technical support experience.
• Advanced certifications such as CCIE/JNCIE/CISSP are an advantage.
• Excellent communication and relationship-building skills.
• Ability to debug complex networks.
• Strong project management and organizational skills.
• Knowledge of networking protocols and security.
• Experience with multi-vendor firewall environments.
• Strong problem-solving and critical thinking skills.
• Ability to articulate technical issues to various audiences.

Benefits

• Flexible benefits and wellbeing spending account.
• Mental and financial health resources.
• Personalized learning opportunities.
• Inclusive work environment.
• Opportunity to work on innovative cybersecurity solutions.