Full-Time ETM Customer Support Engineer

We are seeking a skilled Technical Support Engineer to join our ETM team.

The ideal candidate will have 2-4 years of experience in technical support or a similar role, with a strong understanding of networking fundamentals.

Responsibilities:

• Troubleshooting and resolving customer issues related to firewall configurations, security policies, and network security.
• Working closely with customers and internal teams.
• Providing technical support and troubleshooting for customers.
• Analyzing and diagnosing problems with network protocols (DNS, DHCP, SMTP, TCP/IP, etc.).
• Assisting with SSL inspection and other network security measures.
• Collaborating with internal teams to escalate and resolve complex issues.
• Staying up-to-date with the latest networking technologies and security trends.
• Configuring/troubleshooting of Port Forwarding, NAT.
• Configuring/troubleshooting LAN, WAN, VLAN.
• Receiving live calls from customers, troubleshooting network issues in real time, and providing effective solutions.

Qualifications:

• 2-4 years of experience in technical support, IT support, or networking roles.
• Strong understanding of firewall security policies, rule sets, VLANs, NAT, and port forwarding.
• Experience troubleshooting SSL inspection, IPS, and advanced firewall features.
• Familiarity with network security protocols and threat mitigation strategies.
• Hands-on experience with DNS, DHCP, SMTP, TCP/IP, and VPN configurations.
• Excellent problem-solving, communication, and customer support skills.
• Ability to work in a fast-paced environment, handle live calls, and resolve issues efficiently.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Strong decision-making and analytical abilities.

Preferred Qualifications:

• Experience with packet analysis tools
• Experience with CLI
• Familiarity with next-generation firewall (NGFW) features
• Previous experience in a customer-facing technical role

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