
Technical Firewall Expertise
3 days ago
Senior Technical Support Professional
Key Responsibilities:- Provide expert technical support to clients and partners via various communication channels.
- Escalate complex issues from front-line support teams and resolve them in a timely manner.
- Configure, troubleshoot, and provide best practices for Firewall solutions.
- Manage support cases effectively, ensuring issues are tracked, resolved, and follow-ups completed on time.
- Conduct thorough root cause analysis and document findings for official submissions to clients.
- Author and publish technical bulletins, knowledge base articles, and other relevant documentation.
- Review and refine training materials, marketing collateral, and troubleshooting guides.
- Collaborate with engineering teams to address product bugs and work with product development teams to implement feature requests.
- Lead case swarming and training sessions for front-line teams.
To succeed in this role, you will need more than 5 years of customer-facing technical support experience, expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.), and experience working with Firewall Central Management Systems.
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