Senior Technical Support Engineer - SW Firewall( NAM Shift)

About the role

As a Senior Technical Support Engineer, you will be a critical point of contact for our valued customers, addressing complex post-sales technical issues. You will leverage your in-depth analytical skills to troubleshoot and resolve challenging problems, collaborating with cross-functional teams to ensure customer success and product improvement.

What you'll do

• Act as a Tier 3 escalation point, handling complex technical issues from customers, partners, and internal support teams
• Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall products
• Manage the entire lifecycle of support cases, ensuring timely resolution, documentation, and customer follow-up
• Perform in-depth fault isolation and root cause analysis (RCA), preparing detailed reports for customer submission
• Proactively collaborate with Engineering and Product teams to report bugs, advocate for feature requests, and drive product improvements

What you need

• 5–9 yrs of experience
• Firewalls
• TCP/IP
• Networking
• Troubleshooting
• Root cause analysis
• Customer success
• Any graduate

Good to have

• VMware
• AWS
• GCP
• Azure
• Docker
• Kubernetes