Technical Support Sr. Analyst - (German or Italian speakers)

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Job Description

We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team. Not only will you will be able to help our customers resolve technically complex issues but you will also be working closely with the Engineering, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products. You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels. This position is very challenging with great room for growth!

Primary Responsibilities

      Take ownership of technically complex customer reported issues from web and phone and work closely with the customer until it is completely resolved working with senior support engineers 

Document relevant information and ensure that the customer communication is handled in a timely manner throughout the lifecycle of the issue until it is completely resolved 

      Resolve customer reported issues working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability

    Setup the test environments as necessary for replication of the customer reported issues and provide the documentation on these setups

  Ensure that the work performed meets the quality standards within acceptable time schedules and customer commitments while working with the Technical Support members, Management, Engineering and other cross functional teams 

       Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues 

      Work closely with the Engineering and Product Marketing teams on new technology introductions and remain technically competent with all products 

      Work closely with Engineering to resolve escalated Software and Hardware issues to ensure quality products for our customers

   Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support to include weekends

    Position may require working weekends.

     Create and maintain knowledge base content for peers and customer use and reference

Job Qualifications

Minimum Requirements

    2-4 years of relevant experience or equivalent combination of education and work experience

     1+ years in dealing with standard security practices

      1+ years of experience in Internet security products involving any of the technologies like Stateful Firewalls, VPN's, PKI, Anti-Virus, IPS, SSL and other security products       1+ years of experience in supporting the products related to Network Security

        Understanding of LAN & WAN Network topologies, strong knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing 

      Knowledge of managed switches, VLANs and switching protocols

       Experience with the implementation, configuration and management of network security products (Firewalls, IPS, VPNs including IPSEC and SSL ) 

     Knowledge of Internet devices like Routers, Switches, Load Balancers, Application Proxies, etc., is required.

     Experience in Security Engineering in heterogeneous environments involving both Windows Networks including Active

Directory, Radius, Digital Certificates and various versions of Linux

      Ability to work independently and also in a team with strong trouble shooting and diagnostic skills applicable for medium to enterprise networks

       Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements 

       Candidate should also possess excellent communications skills and be able to work under pressure with calmness and composure 

       Experience with network troubleshooting at the packet level

    Must be Bilingual- English/German or Italian.


        Experience with installation, configuration and management of network security products (Firewalls, IPS, VPNs) 

    Professional certifications from Cisco, Microsoft, ICS2, GIAC, etc. 

    Work experience relating to supporting wireless products 

    Experience with protocols including RIP, OSPF and BGP


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