Technical Support Senior Engineer
hace 3 días
Ready to do your part in the cyber arms race? SonicWall offers fun, high-energy work environments at the leading edge of technology, networking, and cybersecurity. Whether you're in sales, marketing, engineering, product management, technical support, or finance, you'll have real opportunities to help protect more than 500,000 organizations across the globe. If you're ready for a career that can impact change — and not just another job — join one of committed and enthusiastic SonicWall teams in offices around the world.
**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 line.
- Owns customer issues from beginning to resolution (handles in place)
- Assists customers by diagnosing problems and providing resolutions for technical and service issues.
- Use troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts.
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Recreates, identifies and provides input on unique or recurring customer problems.
- Focuses on delivering a positive customer experience according to SonicWall standards.
- Monitors and tracks issues to ensure accurate resolution.
- Provide consistent feedback to the team on products supported
- Remains knowledgeable of SonicWall product line and related industry products and technologies
**REQUIREMENTS**:
- Willing to work in 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 on in a high-level stress and interrupt driven environment
- Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux
- Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon etc
- Routing and Switching knowledge will be added advantage
**EDUCATION AND EXPERIENCE**:
- Bachelor's degree in computer science/information sciences/ Electronic & Communications Engineering
- 2+ years networking and network security support experience with solid understanding of LAN/WAN topologies and technologies
- In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, BGP, Firewall, IDS/IPS will be added advantage.
SonicWall provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
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SonicWall is an equal opportunity employer.
We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.
At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.
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