Being the cybersecurity partner of choice, protecting our digital way of life.
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
Your Experience
- Strong knowledge of TCP/IP
- Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols required
- 3+ years of relevant support experience
- Solid understanding and hands-on experience with Networking and Routing protocols (ARP, DNS, DHCP, NAT, BGP etc.)
- Strong experience with Security (IPSEC / SSL-VPN)
- Experience with Layer 7 application protocols (FTP, HTTP/HTTPS) is a strong advantage
- Prior experience in similar vendor Technical Support Centers
- Excellent written and verbal communication skills
- Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
- Bachelor's degree or equivalent experience or equivalent military experience required
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
All your information will be kept confidential according to EEO guidelines.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94,200/yr to $152,450/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .
