Job Details

• Domain: Enterprise cybersecurity platform, building or maintaining networks
• Primary Skills: Network Device Management Technologies / Network Configuration
• Management Technologies -Gateways, Routers, Switches, Bridges, Load Balancers, Firewalls, NAT, VPN

• Your primary responsibilities involve troubleshooting, analyzing complex technical problems
• Provide technical support for enterprise customers and answer/resolve support case across all severity levels.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of networking, security, and software integration environments.
• Working with customer and development teams to resolve technical roadblocks.
• Work with customers via phone, email, and Web conferencing.
• Research and reproduce customer issues, file bug reports, escalate cases to escalation engineers, and provide the necessary documentation.
• Acting as the point of escalation for and Subject Matter Expert (SME) within the support team.
• Review network device config files, server logs, and other data sources to find root causes of customer issues.
• Communicate requests for product code fixes to developers

• Minimum of 5+ years of Technical Services experience in customer-facing and technical support role.
• Excellent written and verbal communication skills are a must.
• Experience supporting Network Device Management Technologies / Network Configuration Management Technologies (Gateways, Routers, Switches, Bridges, Load Balancers, Firewalls, NAT, VPN. Etc.)

Technologies Expertise on two or more:

• LDAP (Lightweight Directory Access Protocol), AD (Active Directory), RADIUS (Remote Authentication Dial-In User Service), SNMP – (Simple Network Management Protocol), SSL / TLS - (Secure Sockets Layer / Transport Layer Security), SSH (Secure Shell), JVM (Java Virtual Machine), Java, RegEx (Regular Expression Tester)