Designated Service Manager (WSA)

Technical Support Manager

Location: RTP, NC or Austin/Richardson, TX Focus on WSA and Linux/Free USBD/Proxies

Has/had experience with proxies like Mcafee, Forcepoint, WSA (Any IronPort product), Bluecoat, Linux/FreeBSD and networking experience. PKI; TCP/UDP; 3 way Handshake; Linux systems; General commands --- troubleshooting awk, sed, grep. and more general commands; Proxy

In this role, you will be responsible for providing technical assistance to customers & partners and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Manager, Customer Support. The Designated Service Manager (DSM) has the skills of a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, DNS issues, network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.

Required Product Knowledge and Technical Skills:

• Cisco Security Management Appliance (SMA) and Web Security appliance WSA
• Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
• UNIX system administrator skills
• Knowledge of Web protocols and proxy servers
• FreeBSD knowledge to be able to troubleshoot in cshell.
• Troubleshooting experience and setup for WCCP on any Cisco device.
• Writing technical documents for the WSAs/SMAs
• Solves network problems of high complexity. Has strong knowledge in Network Security Technologies
• Effectively utilizes complex lab setups to mitigate the customers environment and solve problems.
• Creates and correct defect reports in area of expertise pertaining to our customers.
• In-depth understanding of the WSA/SMA to allow you to be able to remove barriers that are preventing the customer from adopting.
• Data security and data loss prevention
• Industry Security Certifications: CCNA Security, CISSP or equivalent strongly preferred.

Minimum Qualifications

• Working knowledge of Security industry, products and services.
• Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.
• Minimum 2 years of experience of directly supporting customer
• Microsoft Exchange, Office 365 or comparable email server technologies

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience. Desired Skills Bachelor's degree (or equivalent experience) is required CCNA desired