Senior Technical Support Engineer, NGFW

Job Description

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

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

Primary escalation point for technical issues that are unable to be resolved by front line support engineers

Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results

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

Identify product defects (code, environment) and file bug reports with the engineering team and coordinate with Quality Assurance teams to improve overall software quality per release cycle

Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation

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

Provide weekend and holidays on-call support as-needed basis