Lead Technical Support Engineer- NETWORKING

26 May 2024

Vacancy expired!

The Company is in the Digital Security Technology Industry and in need of a Lead Technical Support Engineer - Networking who will be responsible for providing technical assistance for Company's products to customers via phone, email, and other channels as appropriate. The position focuses on in-depth problem analysis of company products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues. Customer size can range from Small businesses to Large Enterprises.

Responsibilities:
  • Provides technical assistance on products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels
  • Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
  • Achieves and adhering to established Service Level Agreements and Key Performance Indicators
  • Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendors
  • Gives to the Company knowledge base in the form of new or updated technical articles/documents passionate about issue resolution or prevention
  • Documents cases, recommendations, and resolutions clearly in the CRM system
  • Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
  • Some weekend work may be required.

Qualifications:
  • 5+ years supporting end-users in the Networking field
  • Developed a strong practical understanding of the OSI Model and common networking protocols.

Preferred (but not required) Qualifications:
  • Acquired an industry certification (CCNA, CCNP, Network+)
  • Solid understanding of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Solid understanding of Load Balancers (NetScaler, F5, Cisco CSS)
  • Solid understanding of Network Operating Systems (IOS, CatOS, JunOS)
  • Solid understanding of Layer 4-7 load balancing and SSL acceleration

The BenefitsWe offer a competitive total rewards package that includes:
  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Education assistance
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!