Technical Support Engineer

Technical Support Engineer

Be a trusted advisor to the customer on all technical areas related to the Network Security products. Design, implement, troubleshoot, diagnose, and resolve normal and complex technical issues associated with security products installed in the customer network. Test and replicate customer configurations in a lab environment as and when required. Ensure the operational and functional requirements pertaining to the solution installed in the customer environment are fulfilled from a technical standpoint. Track, investigate, escalate, and verify software defects as encountered and reported by customers. Deliver on-demand technical workshops on security products, to the customer's staff as needed. Work with other internal departments like technical support, engineering, and product management as needed, related to product issues as well as new features. Work closely with the account team(s) of customers to understand and support the sales strategy from a technical standpoint. Support the tuning and optimization requirements related to the installation in the customer environment. Assist and provide expert guidance to the customer security operations teams on security attack mitigations (pre-attack prep, during-attack assistance, post-attack reviews). Develop and implement Method of Procedure documents for procedural and maintenance activities as required, related to the products/solutions deployed in the customer environment. Lead and support software upgrade activities or investigations of reported problems related to the security products installed in the customer environment. Work closely with the Professional Services team to discuss, enhance, and share knowledge about product, domain, and solutions. Generate customer-specific product technical documentation, as needed. Continuously develop and update expertise on company products and solutions. Develop and deliver technical presentations to customers and internal teams as needed. Travel as required to customer sites and internationally for corporate events as needed.

Qualifications: Bachelor's Degree in CS/EE/ECE with 5+ years of experience in service delivery or technical support functions with strong fundamentals in telecom network and routing environments. Advanced networking skills required (TCP/IP, Routing, BGP, MPLS, and related), NetFlow protocol experience and understanding desirable. Strong network security skills required, knowledge of and experience in DDoS and mitigation techniques desirable. Knowledge of network test equipment, network management protocols like SNMP, tools, and protocols like MRTG, SolarWinds. Knowledge of internet and data security protocols like SSL/TLS, DNS, VPN, IPSEC, GRE. Intermediate to advanced knowledge in administration and provisioning of Unix/Linux and Solaris platforms, networking related scripting and automation skills desirable. Expertise in packet analysis, debugging, and troubleshooting, using tools like Wireshark/Tshark. Knowledge and experience in virtualization and cloud environments will be a strong skillset to have. Ability to work independently, and where necessary. Strong customer service and verbal/written communication/interpersonal skills.