Senior Technical Support Engineer- NAM shift

About the role

As a Senior Technical Support Engineer, you will be a key player in our customer's post-sales journey, addressing complex technical challenges that require in-depth analysis and evaluation. You will apply your critical thinking and expertise to resolve issues, network with cross-functional teams to enhance our products, and communicate technical details effectively to both technical and non-technical audiences.

What you'll do

• Provide Tier 3 technical support for escalations from frontline and Tier 2 teams, serving as a subject matter expert
• Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners
• Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner
• Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers
• Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests

What you need

• 5–9 yrs of experience
• Firewalls
• TCP/IP
• Troubleshooting
• Root cause analysis
• B.Sc or B.Tech or B.E. or BCA

Good to have

• Windows
• Linux
• CISSP