Product Support Engineer

The Product Support Engineer (Night Shift) based in Noida, India, will be responsible for providing comprehensive support to WatchGuard's customers and Partners. You will focus on solving complex networking and WatchGuard service-related issues for authorized resellers, distributors, external end users, and internal employees. Your communication with customers should be tailored to their technical expertise levels, and you will engage with them via telephone, email, and web channels. Working in a fast-paced environment, you will seamlessly transition from one interaction to the next, whether it's a web case or a live call. Your typical day will begin with reviewing emails and Teams messages for important updates before logging into the CRM system to address critical problems in your queue promptly. You will adjust your availability status to handle the next case or high-priority call, create new incident cases, or troubleshoot existing problems. Your clients will vary from WatchGuardONE Partners assisting end users to the end users themselves. To excel in this role, you should possess fluent English proficiency in both speaking and writing, excellent communication skills, effective time management, a proactive mindset, and a quick learning ability with adaptability to change. Experience with CRM systems, preferably Salesforce.com, and a technical background with a B.Tech/B.E./MCA degree or IT Networking/Security certifications like Network+, CCNA, or Security+ are essential. A minimum of 2-8 years of relevant experience in technical support or helpdesk roles focusing on network and/or network security troubleshooting is required. You should have a strong grasp of TCP/IP networking, OSI model troubleshooting methodology, Windows and Macintosh operating systems, VPN technologies, and relevant protocols. Familiarity with authentication protocols, cloud platforms such as Azure and AWS, multifactor authentication software, antivirus, intrusion prevention software, and WAN protocols will be beneficial for this role.,