Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Work to reproduce customer issues and qualify critical issues
Publish Technical Support Bulletins and other user documentation in the Knowledge Base
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
Travel to customer sites for critical situations, expediting resolutions as needed
Support includes a blend of as-needed and rotational coverage, which is subject to change.

5+ years of relevant support experience
Strong knowledge of TCP/IP
Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols
Solid understanding and hands-on experience with Networking and Routing protocols (ARP, DNS, DHCP, NAT, BGP etc.)
Experience with security protocols (IPSEC, SSL-VPN, NAT)
In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls
Experience with Layer 7 application protocols (FTP, HTTP/HTTPS) is a strong advantage
Excellent written and verbal communication skills.

Senior Technical Support Engineer, NGFW

Key skills