Job Description
Technical Support Senior Engineer - French Speaker: Provide expert technical support for Sonic Wall network security products, ensuring seamless customer experience and resolving complex issues.
Sonic Wall is a leader in cybersecurity and networking solutions, embracing an outside-in approach to deliver innovative products that meet customer needs.
With over 30 years of history, Sonic Wall has established a strong reputation for providing effective solutions that drive business success.
As a Technical Support Senior Engineer, you will be responsible for:
- Assisting customers with the deployment of Sonic Wall network security products, including Firewall/IPS and VPN solutions.
- Providing technical solutions and workarounds for end users with their issues on respective product lines.
- Diagnosing problems and providing resolutions for technical and service issues.
- Using troubleshooting techniques and tools to identify defective products and follow guidelines in issuing service calls/contacts.
- Advising and educating customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Recreating, identifying, and providing input on unique or recurring customer problems.
- Monitoring and tracking issues to ensure accurate resolution.
- Working closely with Engineering and other cross-functional teams to replicate reported issues, validate bug fixes, and resolve customer issues professionally.
- Providing consistent feedback to the team on products supported.
- Remaining knowledgeable of Sonic Wall product line and related industry products and technologies.
Requirements:
- Willingness 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 such as UNIX / Linux.
- Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools.
- Routing and Switching knowledge will be an added advantage.
Education and Experience:
- Bachelor's degree in Computer Science/Information Sciences/Electronic & Communications Engineering.
- 3+ years of networking and network security support experience with solid understanding of LAN/WAN topologies and technologies.
- In-depth knowledge of network protocols: TCP/IP, Routing Protocols like OSPF, RIP, BGP, Firewall, IDS/IPS will be an added advantage.
Sonic Wall is an equal opportunity employer committed to creating a diverse environment. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.