Technical Support Engineer

A global leader in cybersecurity is seeking qualified Tier 2 technical support professionals to expand its TAC team.

Responsibilities:

• Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems.
• Take responsibility for customer satisfaction and the overall success of the TAC team
• Document actions in tickets to effectively communicate information internally and to customers
• Resolve problems independently and understand the correct escalation procedures
• Reproduce and debug customer-reported problems in a lab environment as necessary, and work with the engineering and test teams to resolve issues

Requirements:

• Expert level knowledge and hands-on experience with Layer 2/Layer 3 Switching/Routing, TCP/IP, IPv4, Layer 4/Layer 7 switching, firewalls, IDS/IPS, VPN, security consulting, SSL, IPsec
• In-depth understanding of protocol and network analyzers
• Clear understanding of the software development process and lifecycle, including the role of customer support and sustaining product engineering in that process
• Proven track record of working with an enterprise and carrier-class customer base