Technical Support Specialist

JD

• Provide Technical Support to customers and partners
• T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams .
• Provide configurations, troubleshooting, and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Preparing detailed RCA documents for official submissions to customers
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Qualifications

More than 5 years of customer-facing technical support experience

• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
• Experience working with networking technologies: ARP - LACP - 802.1Q - STP - routing protocols (OSPF, BGP) on IPv4/IPv6
• Experience working with Firewall Central Management Systems
• Working knowledge of Security services (IDS/IPS, Firewalls etc.)
• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
• Demonstrable basic knowledge with AWS or Microsoft Azure installation, configuration, and administration of security features and services including IAM, service-related security features, networking, firewalls, encryption, and related best practices.
• Knowledge on Public cloud networking with one of the vendors AWS, Azure, Google Cloud Platform (GCP) or Oracle cloud infrastructure(OCI).
• Experience deploying firewalls in one or more Public cloud infrastructures - AWS, Azure, GCP, OCI and Alibaba
• Knowledge of one or more virtualization hypervisors - VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
• Working knowledge of Next-Generation Firewall (NGFW) delivered as a cloud-native service. (Cloud NGFW - Firewall-as-a-service)