Senior Technical Support Engineer-SW Firewall (NAM Shift)

Overview

Senior Technical Support Engineer for SW Firewall products, serving as a Tier 3 escalation point for complex post-sales customer issues.

What you'll do

• Handle complex technical issues from customers, partners, and internal support teams.
• Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall.
• Manage end-to-end support case lifecycle, including timely resolution and documentation.
• Perform fault isolation and root cause analysis (RCA) and prepare detailed reports.
• Collaborate with Engineering and Product to report bugs and advocate for feature requests.
• Develop and publish technical documentation, including knowledge base articles and support bulletins.

What you'll need

• 5+ years of experience in a customer-facing technical support role.
• Expert-level networking knowledge (TCP/IP, OSPF, BGP, L2/L3 switching, IPv4/IPv6).
• Security protocol expertise (IPSec, SSL/TLS, PKI, LDAP, RADIUS).
• Ability to independently troubleshoot and debug complex multi-protocol network environments.
• Excellent written and verbal communication skills in English.

Details

• Location: Office in India (Bangalore).
• Work model: Most teams work from the office full time, with flexibility as needed.