Highly Skilled Network Engineer

2 weeks ago

Bengaluru, Karnataka, India beBeetechnical Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Summary

We are seeking a seasoned technical support engineer to provide exceptional support to our customers. The ideal candidate will have more than 5 years of customer-facing technical support experience and expertise in remote access VPN solutions, IPSEC, PKI, and SSL.

This role involves working closely with valued customers to address their complex post-sales concerns. You will be responsible for providing technical support, configuring and troubleshooting products, and managing support cases to ensure timely resolutions.

Your Key Responsibilities
  • Technical Support Provision
    • Provide technical assistance to customers and partners via various communication channels
    • Tier 3 technical support role handling escalations from front-line and Tier 2 teams
  • Product Configuration and Troubleshooting
    • Configure, troubleshoot, and provide best practices to customers
  • Support Case Management
    • Manage support cases, ensuring issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Fault Isolation and Root Cause Analysis
    • Isolate faults and conduct root cause analysis for technical issues
  • Documentation and Publishing
    • Prepare detailed RCA documents for official submissions to customers
    • Publish technical support bulletins and documentation in the knowledge base
  • Collaboration and Knowledge Sharing
    • Work with engineering on filling bugs and product teams on feature requests
    • Lead case swarming and training sessions for frontline teams
Qualifications
  • Customer-Facing Experience
    • More than 5 years of customer-facing technical support experience
  • Technical Expertise
    • Expertise in remote access VPN solutions, IPSEC, PKI, and SSL
    • Experience working with firewall central management systems
    • Experience working with multi-factor authentication security systems
    • Working knowledge of security services (IDS/IPS, firewalls)
  • Communication Skills
    • Strong ability to debug complex networks with mixed media and protocols
    • Excellent English written and verbal communication skills

We offer a dynamic and inclusive work environment that values diversity and innovation. We are committed to providing reasonable accommodations for all qualified individuals with a disability.

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