Job Description
Company: A global leader, providing security appliances for the prevention of distributed denial-of-service attacks, fast-spreading worms, and internal network misuse. Responsibilities:
Senior Technical Support Engineer is responsible for providing pre and post sales technical support to Company s service provider customers, end users, resellers and partners worldwide.
. Plan and perform a variety of complicated tasks in with wide degree of creativity and latitude
. Troubleshoot, diagnose and resolve technical customer issues associated with equipment either remotely or at the customer site.
. Utilize Support CRM System to track issues
. Replicate issues and test customer configurations in a lab environment
. Recreating, tracking, and verifying software defects in the field or under lab conditions
. Handle customer technical escalations
. Author technical knowledgebase articles
. Participate in off-hours, on-call rotation
. Travel, as required, to customer sites to resolve customer issues
Requirements:
. BSCS/EE
. 8 + years experience in technical support functions
. Very strong fundamental understanding of telecom network and routing environments
. Strong network security skills
. Intermediate to advanced knowledge of Linux and/or Solaris Operating System
. Shell Scripting experience
. Advanced Networking Skills Required
. Detailed technical experience in the installation and operation of IP routers. This includes a detailed understanding of the protocols surrounding IP service provider networks. These skills should include:
a. TCP/IP fundamentals
b. IP subnetting and supernetting and hierarchical routing principles
c. Routing protocol operation (OSPF, IS-IS, and BGP-4),
d. Routing policies at BGP peering points
e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.),
f. Hands-on configuration and operational knowledge of Cisco and Juniper Routers
g. Hands-on Understanding and knowledge of Netflow.
. Outstanding customer service and advanced written and verbal communications skills
. Some travel (between 10-25%) required - to customer sites and corporate sites