Senior Technical Support Engineer- NAM shift

Job Summary

As a Senior Technical Support Engineer, you will be a key player in our customers post-sales journey, addressing complex technical challenges that require in-depth analysis and evaluation. You will apply your critical thinking and expertise to resolve issues, network with cross-functional teams to enhance our products, and communicate technical details effectively to both technical and non-technical audiences. Your role is crucial in providing swift, thoughtful assistance to keep our clients environments secure, often in high-pressure situations.

Responsibilities

• Provide Tier 3 technical support for escalations from frontline and Tier 2 teams, serving as a subject matter expert.
• Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners.
• Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner.
• Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers.
• Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests.
• Develop and publish technical documentation, including Support Bulletins and knowledge base articles, to empower users and internal teams.
• Lead case swarming sessions and provide technical training to frontline support teams to elevate overall team capabilities.
• Maintain operational readiness by working flexible and varying shift times, including weekends and evenings as required.

Qualifications

Required Qualifications

• Minimum of 5 years of experience in a customer-facing technical support role.
• Expert-level knowledge of Remote Access VPN solutions, IPSEC, PKI SSL, TCP/IP, and Authentication Protocols (e.g., LDAP, RADIUS).
• Demonstrated experience with Firewall Central Management Systems and multi-factor authentication security systems.
• Working knowledge of core security services such as IDS/IPS and next-generation firewalls.
• Proven ability to independently debug broad, complex, and unique networks with mixed media and protocols.

Preferred Qualifications

• Hands-on experience with Windows, Linux, and macOS environments (e.g., debugging, registry editing, Plist .)
• Familiarity with competitor products from Cisco, Checkpoint, Juniper (Netscreen), or Fortinet.
• Bachelors degree in Computer Science, Information Technology, or a related technical field.
• Relevant industry certifications such as PCNSA, PCNSE, or CISSP.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.