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!

Primary Responsibilities:

• Phone support for technically complex customer reported issues related to SonicWall’s Next-Generation Firewalls.
• Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams as needed
• Case management: Document and effectively provide SLA updates for troubleshooting and updating technical issues for the duration of customer technical issues.
• Setup the test environments as necessary for the replication of customer reported issues and provide the documentation on these setups to the Level 3 support teams.
• Ensure that the work performed meets the performance and quality within acceptable business standard performance measurements and meets the customer commitments while working with the Level 3 Technical Support team members as needed

NOTE: Should be willing to work in night shifts (post 6 PM login)

Technical Skills:

• Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
• Solid understanding of TCP/IP, IGMP, and Routing (Layer 2 & 3 communication)

Minimum Requirements:

• CCNA Certified with 2 years of relevant experience or equivalent combination of education and work experience
• 2+ years in dealing with standard security practices
• 2+ years of experience in Internet security products involving any of the technologies like Stateful Firewalls, VPN's, PKI, Anti-Virus, IPS, SSL and other security products
• 2+ years of experience in supporting the products related to Network Security
• An advanced understanding of LAN & WAN Network topologies, strong knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing
• Advanced knowledge of managed switches, VLANs and switching protocols
• Experience with the implementation, configuration and management of network security products (Firewalls, IPS, VPNs including IPSEC and SSL )
• Knowledge of Internet devices like Routers, Load Balancers, Application Proxies, etc., is required.
• Experience in Security Engineering in heterogeneous environments involving both Windows Networks including Active Directory, Radius, Digital Certificates and various versions of Linux
• Ability to work independently as well as in a team setting with strong trouble shooting and diagnostic skills applicable for medium to enterprise networks
• Candidate must have a strong customer orientation and should possess an excellent work ethic

Preferences:

• Good to have experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
• Good to have CCNA/CCNP Certification
• Professional certifications from Cisco, Microsoft, SonicWall, ICS2, etc.
• Advanced skills and hands on experience on packet analyzer’s tools such as Wireshark, Network Miner, TCP Dump etc..
• Experience with routing protocols: RIP, OSPF and BGP

#LI-NR5

#CCNA Certified #Networking #Troubleshooting

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.

Applicant Privacy Notice