Technical Support Engineer

Ready to do your part in the world of Cybersecurity? SonicWall is a leader in cybersecurity and networking solutions that put our partners at the heart of our innovation to ensure ease of doing business in a world full of opportunities. With more than a 30-year history, we embrace an outside-in approach, listening and learning from our partners and customers to provide the outcomes their organizations require.

If you’re ready for a career that can impact real change — and not just another job — join us!

Location: Remote ( Costa Rica)

Responsibilities:

• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails in a 24x7x365 days environment.
• Provide technical solutions and workarounds for end users with their issues on the respective product lines.
• Owns customer issues from beginning to resolution (handles in place).
• Assists customers by diagnosing problems and providing resolutions for technical and service issues.
• Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Recreates identifies, and provides input on unique or recurring customer problems.
• Focuses on delivering a positive customer experience according to SonicWall standards.
• Monitors and tracks issues to ensure accurate resolution.
• Candidate should work closely with the Engineering and other cross-functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and professionally resolve the customer issues.
• Provide consistent feedback to the team on products supported.
• Remains knowledgeable of SonicWall product line and related industry products and technologies

Requirements:

• Good understanding of Security, LAN/WAN topologies and technologies
• In-depth knowledge of the OSI Model, TCP/IP, and Network Security basics
• Ability to work in a high-level stress and interrupt-driven environment
• Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux
• Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon, etc
• Routing and Switching knowledge will be an added advantage
• 2+ years of networking and network security support experience with a solid understanding of LAN/WAN topologies and technologies preferred
• In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, Firewall, and IDS/IPS will be an added advantage

Education and Experience:

• Bachelor’s degree and at least 2 years of related experience; or an advanced degree without experience; or equivalent work experience preferred
• Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering preferred

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SonicWall is an equal opportunity employer.

We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.

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