Technical Support Specialist

10 hours ago

Kottayam, Kerala, India beBeeFirewall Full time US$ 90,000 - US$ 1,10,000
Job Opportunity

We are seeking a highly skilled Technical Support Specialist to join our team. As a key member of our technical support team, you will work directly with customers to resolve complex technical issues related to firewall solutions.

Your Career Path
  • You will provide expert technical support to customers and partners, including configuration, troubleshooting, and best practices.
  • You will manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • You will conduct thorough fault isolation and root cause analysis for technical issues and prepare detailed RCA documents for official submissions to customers.
  • You will create and publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
  • You will review and refine technical documentation for training materials, marketing collateral, manuals, troubleshooting guides, etc.
  • You will collaborate with engineering on filling bugs and working with product teams on feature requests.
  • You will lead case swarming and training sessions for frontline teams.

Key Responsibilities:

  • Provide expert technical support to customers and partners.
  • You will be responsible for handling escalations from the front line and Tier 2 technical support teams within our organization.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Provide configurations, troubleshooting, and best practices to customers.
Qualifications
  • 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.).
  • Experience working with Firewall Central Management Systems.
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar).
  • Working knowledge of Security services (IDS/IPS, Firewalls etc.).
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
  • Excellent English written and verbal communication skills are required.

We Offer:

  • A dynamic and collaborative work environment.
  • The opportunity to work with a talented team of professionals.
  • A comprehensive benefits package.

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