Full-Time Sr. Technical Support Engineer

Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web.

Remote support, deployment and knowledge transfer.

Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner.

Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.

Work to reproduce customer issues and qualify critical issues.

Publish Technical Support Bulletins and other user documentation in the Knowledge Base.

Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing.

Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.

Travel may be required to customer sites in the event of a critical situation to expedite resolution.

Work shoulder to shoulder with the Sales and Sales Engineering Teams.

Security Clearance Required: Eligibility for Security Clearance, includes having spent the last five years in the UK and holding British citizenship. If not met, application will not proceed.

Minimum Experience: 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience.

Certifications (advantageous): Advanced certifications such as CCIE/JNCIE/CISSP.

• Excellent written and spoken communication skills.
• Relationship building strength.
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols.
• Excellent interpersonal skills and ability to work well independently and in a team.
• Self-disciplined, self-managed, self-motivated, strong sense of ownership, urgency, and drive.
• Passionate to learn, understand, and dissect new technology stack quickly.
• Strong project management, time management, and organizational skills.
• Strong analytical skills for interpreting business requirements and translating them into technical specifications.
• Profound knowledge in networking protocols such as TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP.
• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including VLANs, VLAN aggregation.
• Experience with security (IPSEC, SSL-VPN, NAT, GRE).
• Prior experience in similar vendor Technical Support Centers.
• Experience with Authentication Protocols (Radius/TACACS) a plus.
• Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments - PANW firewalls and VM-Series - a plus.
• Excellent problem-solving, critical thinking, communication, and teamwork skills.
• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business.

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