Highly Skilled Cybersecurity Professional Wanted

Sr. Technical Support Engineer, Focused Services

We're a cybersecurity team looking for a skilled Sr. Technical Support Engineer to join our focused services group. In this role, you'll work closely with customers to address their complex post-sales concerns, providing in-depth evaluations and solutions to keep their environments secure.

As a key member of our team, you'll participate in technical discussions with multi-functional teams, creating transparency that leads to better products, working environments, and cybersecurity. Your quick thinking and support will provide fast assistance to clients, helping them stay ahead of threats.

You'll be responsible for:

• Providing post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web
• Remote support, deployment, and knowledge transfer
• Handling support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Using fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Working to reproduce customer issues and qualify critical issues
• Publishing technical support bulletins and other user documentation in the Knowledge Base
• Building a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.

To succeed in this role, you'll need:

• A Bachelor's degree or equivalent experience or military experience required
• 5+ years of deep technical knowledge and technical support with a strong customer focus or related experience
• Advanced certifications such as CCIE/JNCIE/CISSP an advantage
• Excellent written and spoken communication skills, strength with establishing relationships
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• Excellent interpersonal skills and the ability to work well independently and in a team
• Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
• Passionate to learn, understand, and dissect new technology stack quickly on own
• Strong project management, time management, and organizational skills
• Strong analytical skills for interpreting business requirements and translating them into technical specifications
• Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP
• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
• Experience with security (IPSEC, SSL-VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (Radius / TACACS)
• Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM-Series – A plus
• Excellent problem-solving, critical thinking, communication, and teamwork skills
• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business

We offer a range of benefits to support your career growth and well-being, including:

• Flexible working arrangements to suit your needs
• Ongoing learning and development opportunities
• A comprehensive rewards package
• Access to our global network of experts and resources

We're a fast-growing, successful organization because of our people and products. We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.