Technical Support Engineer

Summary

Join our team at SonicWall as a Technical Support Engineer to provide phone support for complex customer issues, resolve technical issues with cross-functional teams, and ensure quality work meets business standards.

Requirements

• Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
• Solid understanding of TCP/IP, IGMP, and Routing (Layer 2 & 3 communication)
• Minimum 2-4 years of relevant experience or equivalent combination of education and work experience
• Minimum 2+ years in dealing with standard security practices
• Minimum 2+ years of experience in Internet security products involving any of the technologies like Stateful Firewalls, VPNs, PKI, Anti-Virus, IPS, SSL, and other security products
• Minimum 2+ years of experience in supporting products related to Network Security
• An advanced understanding of LAN & WAN Network topologies, strong knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing
• Advanced knowledge of managed switches, VLANs, and switching protocols
• Experience with the implementation, configuration, and management of network security products (Firewalls, IPS, VPNs including IPSEC and SSL )
• Knowledge of Internet devices like Routers, Load Balancers, Application Proxies, etc., is required
• Experience in Security Engineering in heterogeneous environments involving both Windows Networks including Active Directory, Radius, Digital Certificates, and various versions of Linux
• Ability to work independently as well as in a team setting with strong troubleshooting and diagnostic skills applicable for medium to enterprise networks
• Candidate must have a strong customer orientation and should possess an excellent work ethic

Responsibilities

• Provide phone support for technically complex customer reported issues related to SonicWall’s Next-Generation Firewalls
• Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams as needed
• Case management: Document and effectively provide SLA updates for troubleshooting and updating technical issues for the duration of customer technical issues
• Setup the test environments as necessary for the replication of customer reported issues and provide the documentation on these setups to the Level 3 support teams
• Ensure that the work performed meets the performance and quality within acceptable business standard performance measurements and meets the customer commitments while working with the Level 3 Technical Support team members as needed

Preferred Qualifications

• Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
• Professional certifications from Cisco, Microsoft, SonicWALL, ICS2, etc
• Advanced skills and hands-on experience with packet analyzer tools such as Wireshark, Network Miner, TCP Dump etc
• Experience with routing protocols: RIP, OSPF, and BGP