Staff Technical Support Engineer- Firewall

Overview

Staff Technical Support Engineer focused on firewalls, providing advanced post-sales technical support and troubleshooting for complex customer issues.

What you'll do

• Provide advanced firewall configuration and troubleshooting for customers and partners.
• Manage and prioritize support cases from recording through resolution and follow-up.
• Perform fault isolation and root cause analysis across on-prem, virtualized, and cloud environments.
• Collaborate with engineering and product teams with customer feedback to resolve bugs and drive improvements.
• Create and publish technical documentation such as support bulletins and knowledge base articles.
• Review technical documentation to ensure accuracy for training and troubleshooting use.
• Provide rotational on-call support outside standard business hours.

What you'll need

• More than 7 years of customer-facing technical support experience.
• Strong knowledge of networking protocols including TCP/IP, Ethernet, VLAN, OSPF, BGP, LDAP, and RADIUS.
• Proficiency with security protocols such as IPSEC, SSL-VPN, NAT, and GRE.
• Expertise working with firewalls.
• Experience with multi-factor authentication (tokens, certificates, CAC cards, or similar).
• Virtualization experience with AWS, Azure, VMWare, OpenStack.
• Excellent written and verbal communication skills.

Details

• Work from office full time with flexibility when needed.
• Location: Bangalore (Bagmane Tech Park), India.