Senior Technical Support Engineer - SW Firewall( NAM Shift)

Senior Technical Support Engineer

As a Senior Technical Support Engineer, you will be a critical point of contact for our valued customers, addressing complex post-sales technical issues. You will leverage your in-depth analytical skills to troubleshoot and resolve challenging problems, collaborating with cross-functional teams to ensure customer success and product improvement. This role requires you to effectively communicate technical solutions to both technical and non-technical audiences, contributing directly to protecting our customers' digital way of life.

Key Responsibilities

Act as a Tier 3 escalation point, handling complex technical issues from customers, partners, and internal support teams.

Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall products.

Manage the entire lifecycle of support cases, ensuring timely resolution, documentation, and customer follow-up.

Perform in-depth fault isolation and root cause analysis (RCA), preparing detailed reports for customer submission.

Proactively collaborate with Engineering and Product teams to report bugs, advocate for feature requests, and drive product improvements.

Develop and publish technical documentation, including knowledge base articles and support bulletins, to empower users and internal teams.

Lead case swarming sessions and provide technical training to enhance the skills of frontline support teams.

Proactively manage and resolve high-risk technical escalations to maintain customer satisfaction and trust.

Required Qualifications

5+ years of experience in a customer-facing technical support role.

Expert-level knowledge of networking technologies including TCP/IP, routing protocols (OSPF, BGP), L2/L3 switching, and IPv4/IPv6.

Demonstrated expertise with security protocols and technologies such as IPSEC, SSL/TLS, PKI, and authentication protocols (LDAP, RADIUS).

Proven ability to independently troubleshoot and debug complex, multi-protocol network environments.

Excellent written and verbal communication skills in English, with the ability to articulate technical issues clearly.

Preferred Qualifications

Experience with competing firewall products from vendors like Cisco, Checkpoint, or Fortinet.

Hands-on experience with public cloud platforms (AWS, Azure, GCP) and deploying security solutions within them.

Familiarity with virtualization hypervisors (VMWare ESXi, KVM) and containerization technologies (Docker, Kubernetes).

Experience with Firewall-as-a-Service (FWaaS) or other cloud-native security services.