Job
Description
As a Platinum Support Engineer, you will work firsthand with our valued Platinum customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. you're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. you'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers. Your Impact Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web Provide technical services around Cloud and Network Security technologies, troubleshooting and best practices observations to customers Meet enhanced response SLA s for customers who purchase our Platinum Support Offering 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 Work directly with ETAC and Engineering to get customer issues resolved Have a thorough understanding of software release and bug cycles Conduct multi-vendor troubleshooting Has visibility across the entire organization and Executive Leadership 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 Your Experience 5+ years related experience Required experience with TCP IP Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required In-depth experience in routing and switching (OSPF, BGP, VLAN) Experience with security (IPSEC, SSL-VPN, NAT, GRE) Prior experience in similar vendor Technical Support Centers Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS) Excellent written and verbal communication skills Knowledge of VM and multi cloud environment is preferred Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products, ZScaler a plus Advanced certifications such as CCIE/JNCIE/PCNSE - an advantage Flexibility to work shift hours as required, including afternoons, evenings, and weekends
