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Technical Support Engineer

extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Costa Rica

Offer summary

Qualifications:

2-4 years of relevant experience, Experience in network security products, Solid understanding of TCP/IP and Routing, Ability to work independently and in teams, Strong customer orientation and work ethic.

Key responsabilities:

Provide phone support for technical issues
Resolve issues, collaborating with cross-functional teams
Document case management and SLA updates
Setup test environments for issue replication
Ensure quality performance meets business standards

SonicWall Cybersecurity Large https://www.sonicwall.com/

1001 - 5000 Employees

See more SonicWall offers

Job description

SonicWall is a cybersecurity forerunner with more than 30 years of expertise and is recognized as a leading partner-first company, ensuring our partners and their customers are never alone in the fight against cybercrime. With the ability to build, scale and manage security across the cloud, hybrid and traditional environments in real-time, SonicWall provides relentless security against the most evasive cyberattacks across endless exposure points for increasingly remote, mobile and cloud-enabled users. With its own threat research center, SonicWall can quickly and economically provide purpose-built security solutions to enable any organization—enterprise, government agencies and SMBs—around the world. For more information, visit www.sonicwall.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

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

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:

2-4 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, VPNs, PKI, Anti-Virus, IPS, SSL, and other security products
2+ years of experience in supporting 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 troubleshooting and diagnostic skills applicable for medium to enterprise networks
Candidate must have a strong customer orientation and should possess an excellent work ethic

Preferences:

Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
Professional certifications from Cisco, Microsoft, SonicWALL, ICS2, etc
Advanced skills and hands-on experience with packet analyzer tools such as Wireshark, Network Miner, TCP Dump etc
Experience with routing protocols: RIP, OSPF, and BGP

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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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