Technical Support Engineer Tier 2

We are seeking for a qualified Tier 2 technical support professionals to expand our TAC team. Our products supported by the TAC team include ADC (Application Delivery Controllers), Web Application Firewall (WAF), and IPS (Intrusion Prevention System) products. In addition to possessing deep technical knowledge, a TAC Engineer interacts extensively with customers and partners in the highest professional manner.

What is the job:

Provide level-2 and level-3 technical support for the products

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

Respond in a timely manner (within a documented SLA) to support customer issues and inquiries

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

Document issues for both internal and external customers

Provide timely feedback within the development process regarding customer-reported product issues

Requirements:

At least 4 years of experience in full-time product support 

Excellent customer service skills

Strong oral and written communication skills in English

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

A 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

Experience with Perl Scripting - an advantage

Experience with penetration testing techniques and tools - an advantage