Technical Support Senior Network Engineer

hace 2 meses


San José, San José, Costa Rica Sonicwall A tiempo completo

At SonicWall, we are looking for a skilled Technical Support Senior Network Engineer to join our team.

**Responsibilities:**

Assist customers with the deployment of SonicWall network security products like Firewall/IPS and VPN solutions. Provide technical solutions and workarounds for end-users with their issues on respective product lines. Own customer issues from beginning to resolution, handling in-place issues. Assist customers by diagnosing problems and providing resolutions for technical and service issues. Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts. Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Recreate, identify, and provide input on unique or recurring customer problems. Focus on delivering a positive customer experience according to SonicWall standards. Monitor and track issues to ensure accurate resolution. Provide consistent feedback to the team on products supported. Remain knowledgeable of SonicWall product lines and related industry products and technologies.

**Requirements:**

Willing to work in a flexible work schedule. Good understanding of Security, LAN/WAN topologies, and technologies. In-depth knowledge of OSI Model, TCP/IP, Network Security basics. Ability to work in a high-level stress and interrupt-driven environment. Good understanding of L2-L7 networking protocols, major Operating Systems like UNIX/Linux. Demonstrated ability to use in-depth troubleshooting to resolve or work-around customer issues using troubleshooting tools like WireShark, Netmon, etc. Routing and switching knowledge will be an added advantage.

**Education and Experience:**

Bachelor's degree in Computer Science/Information Sciences/Electronic and Communications Engineering. 2+ years of networking and network security support experience with a solid understanding of LAN/WAN topologies and technologies. In-depth knowledge of network protocols: TCP/IP, Routing Protocols like OSPF, RIP, BGP, Firewall, IDS/IPS will be an added advantage.



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