Senior Technical Support Engineer, SonicWall
French Speaker
Network security solutions
Open for applications
Network security solutions
1001+ employees
Open for applications
1001+ employees
Company mission
To provide companies with technology that is as affordable as it is effective.
Role
Who you are
- 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-level stress and interrupt-driven environment
- Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux
- Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon, etc
- Routing and Switching knowledge will be an added advantage
- Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering
- 2 - 4 years of networking and network security support experience with a solid understanding of LAN/WAN topologies and technologies
- In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, BGP, Firewall, IDS/IPS will be added advantage
What the job involves
- Responsible for providing technical support across SonicWall product lines via Phone, Web, and Email
- Assist customers with the deployment of SonicWall network security products like Firewall/IPS and VPN solutions
- Provide technical solutions and workarounds for end users with their issues on respective product lines
- Owns customer issues from beginning to resolution (handles in place)
- Assists customers by diagnosing problems and providing resolutions for technical and service issues
- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Recreates, identifies, and provides input on unique or recurring customer problems
- Focuses on delivering a positive customer experience according to SonicWall standards
- Monitors and tracks issues to ensure accurate resolution
- Candidate should work closely with the Engineering and other cross-functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and professionally resolve the customer issues
- Provide consistent feedback to the team on products supported
- Remains knowledgeable of SonicWall product line and related industry products and technologies
Our take
As workplaces become more distributed, and cyberattacks get smarter and more frequent, companies require more robust cybersecurity systems to protect themselves and their customers. SonicWall offers next-gen firewalls and cybersecurity solutions for hyper-distributed spaces, to allow businesses across industries to protect their vital infrastructure and data.
SonicWall was founded in 1991, and has continuously delivered internet security solutions and appliances for the evolving digital world. Its Boundless Cybersecurity products can stop targeted cyberattacks and manage remote workforce access, as well as facilitate secure cloud adoption, zero-trust security, and more. In addition, the company publishes the world’s most quoted ransomware threat intelligence in the SonicWall Cyber Threat Report.
In 2022, SonicWall was awarded the CRN Annual Report Card Award for Enterprise Network Security, showing that it is a top technology vendor in its field. The company continues to improve its products, with several recent and future releases contributing to enhancing the protections it offers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company benefits
- Educational Assistance: we enhance formal training with individualized development programs, mentoring, networking, stretch assignments and growth opportunities
- Time to Recharge: with paid time off, ample holidays and a great work-life balance, our employees have the time they need to rest and come back with new and fresh ideas
- Rewards for Your Achievements: long and short-term incentive programs reward your achievements both this year and down the road
- The Ability to Make a Difference: our community efforts, charity drives and other involvement programs allow us to work towards a better world together
- Wellness Programs That Support the Whole You: we put employee health and wellness first because it is essential for the health of our business
Company HQ
Milpitas, CA
Leadership
Robert VanKirk
(President & CEO)Initially worked at the company as SVP of Strategic Customer Sales and CRO before transitioning into their current role in August 2022. Former EVP of Global Sales and Marketing at Silent Circle.
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