A primary point of contact for the dedicated accounts
Provide technical solutions to address customer issues
Centrally manage and prioritize customer issues to ensure timely resolution
Reproduction of customer environments on lab equipment
Follow-up with R&D departments to resolve product issues
Responsible for tracking, maintaining and resolving incident reports and customer support requests
Creation of technical documentation and bulletins to improve internal and external knowledge base
Update and guide new releases and features to dedicated accounts
Develop best practice deployment and troubleshooting methodology documentation
Conduct periodic site visits for the managed accounts.
Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.
We Are Looking For:
At least 8-10 years of experience in a technical support role in a networking/security company
Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
Hands-on Experience Security products and technologies such as Firewalls, Endpoint protection, IPSec VPN, Authentication (RADIUS, LDAP, etc), UTM, etc
Administrator-level working knowledge of Windows, Linux or Unix skills is an advantage
Good understanding of Web application concepts, security and vulnerabilities
Strong troubleshooting and problem-solving skills
Effective oral and written communication skills
A Bachelor’s degree in Computer Science, Software Engineering or a related field, or an equivalent combination of training and experience is desirable.
Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications
Experience in system integration and multi-vendor environment
Experience in programming and scripting that would assist in automating data collection during troubleshooting & daily operation