Technical Support Senior Engineer

Summary

Join SonicWall, a leading cybersecurity company, as a remote Technical Support Engineer based in Romania. You will provide technical support across SonicWall product lines via phone, web, and email, assisting customers with deployment and troubleshooting of network security products. This role requires a strong understanding of network security, LAN/WAN topologies, and troubleshooting techniques. You will work closely with engineering and cross-functional teams to resolve customer issues and provide feedback on product improvements. A Bachelor's degree in a relevant field and 2-4 years of experience are required. The ideal candidate will possess in-depth knowledge of networking protocols and troubleshooting tools.

Requirements

• Good understanding of Security, LAN/WAN topologies and technologies
• In-depth knowledge of OSI Model, TCP/IP, Network Security basics
• Ability to work on in a high-level stress and interrupt driven environment
• Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux
• Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon etc
• Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering
• 2 - 4 years networking and network security support experience with solid understanding of LAN/WAN topologies and technologies

Responsibilities

• Provide technical support across SonicWall product lines via Phone, Web, and Email
• Assist customers with deployment of SonicWall network security products like Firewall/IPS and VPN solutions
• Provide technical solutions and workarounds for end users with their issues on respective product line
• Own customer issues from beginning to resolution (handles in place)
• Assist customers by diagnosing problems and providing resolutions for technical and service issues
• Use troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts
• Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions
• Recreate, identify and provide input on unique or recurring customer problems
• Focus on delivering a positive customer experience according to SonicWall standards
• Monitor and track issues to ensure accurate resolution
• Work closely with the Engineering and other cross functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and resolve the customer issues in a professional manner
• Provide consistent feedback to the team on products supported
• Remain knowledgeable of SonicWall product line and related industry products and technologies

Preferred Qualifications

• Routing and Switching knowledge
• In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, BGP, Firewall , IDS/IPS