Technical Support Senior Engineer

Summary

Join SonicWall, a leading cybersecurity company, as a Technical Support Engineer based in Ireland. You will provide technical support across SonicWall's product lines via phone, web, and email, assisting customers with deployment and troubleshooting. This role requires a strong understanding of network security, LAN/WAN topologies, and troubleshooting techniques. A Bachelor's degree in a relevant field and 2-4 years of experience are necessary. You will work closely with engineering and other teams to resolve customer issues and provide feedback on product improvements. The position offers the opportunity to contribute to a positive customer experience within a dynamic and challenging environment.

Requirements

• Good understanding of Security, LAN/WAN topologies and technologies
• In-depth knowledge of the OSI Model, TCP/IP, and Network Security basics
• Ability to work 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 of networking and network security support experience with a solid understanding of LAN/WAN topologies and technologies

Responsibilities

• Provide technical support across SonicWall product lines via Phone, Web, and Email
• Assist customers with the 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 lines
• 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 follow 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 professionally resolve the customer issues
• 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