Technical Support Engineer

Key Skills:

Roles & Responsibilities:

• Support global customers via email, phone, and webcasts, guiding them through product installation, operations, and troubleshooting.
• Assist customers, partners, and Sales Engineers to ensure successful deployments and usage.
• Maintain and update the knowledge base and contribute to support content development.
• Participate in building up the support organization by introducing new support methodologies and tools.
• Collaborate closely with global support teams, R&D, Delivery, and Product Management for issue resolution and process improvements.
• Ensure high customer satisfaction through timely and professional support delivery.

Experience Requirement:

• 3-7 years of experience in a similar technical support role within a software company.
• Hands-on experience in Linux/UNIX environments.
• Experience with firewall administration and configuration such as Checkpoint, Cisco, Juniper, Fortinet, etc.
• Prior experience in supporting network security software products.
• Comfortable working under pressure and managing multiple tasks simultaneously.
• Willingness to work irregular hours to support a global 24x7 support operation.

Education: