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Job Description
Technical Support Senior Engineer - French Speaker
Cybersecurity expert sought to provide technical solutions and workarounds for customers with SonicWall network security products.
About SonicWall: SonicWall is a leader in cybersecurity and networking solutions, embracing an outside-in approach to provide outcomes for organizations.
Responsibilities:
- Assist customers with deployment of SonicWall network security products.
- Provide technical solutions and workarounds for end users with issues on respective product line.
- Own customer issues from beginning to resolution.
- Diagnose problems and provide resolutions for technical and service issues.
- Use troubleshooting techniques and tools to identify defective products.
- Advise and educate customers to ensure a complete solution to their technical or service questions.
- Recreate, identify, and provide input on unique or recurring customer problems.
- Focus on delivering a positive customer experience according to SonicWall standards.
- Monitor and track issues to ensure accurate resolution.
- Work closely with Engineering and other cross-functional teams to replicate reported issues.
Requirements:
- Willing to work in a 24x7 environment on night shifts.
- Good understanding of Security, LAN/WAN topologies, and technologies.
- In-depth knowledge of the OSI Model, TCP/IP, and Network Security basics.
- Ability to work in a high-stress and interrupt-driven environment.
- Good understanding of L2-L7 networking protocols, and major Operating Systems.
- Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues.
Education and Experience:
- Bachelor's degree in Computer Science/Information Sciences/Electronic & Communications Engineering.
- 3+ years of networking and network security support experience.
- In-depth knowledge of network protocols: TCP/IP, Routing Protocols like OSPF, RIP, BGP, Firewall, IDS/IPS.
SonicWall is an equal opportunity employer committed to creating a diverse environment.