Engineer-Technical Support I

Technical Customer Support - Cloud Security

You'll review customer data in the form of network topologies, and crash, log, or other device files for anomalies and deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction. You will effectively engage resources outside your team to further the troubleshooting and resolution of issues which may include other technical support engineers, account teams, partners, and development engineers. You'll provide guidance and training to other members of the team.

You are a passionate and experienced individual who enjoys solving advanced networking issues, you have a solid understanding of fundamental networking theory, you're a good communicator who is able to listen, accept and follow direction from senior coworkers and is capable of communicating with clients. You also have a passion for learning and adapting to new technologies.

Minimum requirements:

• UNIX/Linux/FreeBSD knowledge.
• UNIX/Linux support experience.
• BS in a technical field (CS/CE/EE preferred).
• 3+ years of experience in network support.
• 3 years experience supporting network security products.
• Strong communicational skills.
• Passion for learning new technologies.

Desired skills:

• Ability to do Wireshark analysis.
• Web Proxy support experience.
• Python Programming experience, shell scripting in PERL and other scripting languages.
• Knowledgeable in standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
• Good networking knowledge and a solid understanding of switches, routers, firewalls and subnetting.