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

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.

Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed