SonicWall is a cybersecurity forerunner with more than 30 years of expertise and is recognized as a leading partner-first company, ensuring our partners and their customers are never alone in the fight against cybercrime. With the ability to build, scale and manage security across the cloud, hybrid and traditional environments in real-time, SonicWall provides relentless security against the most evasive cyberattacks across endless exposure points for increasingly remote, mobile and cloud-enabled users. With its own threat research center, SonicWall can quickly and economically provide purpose-built security solutions to enable any organization—enterprise, government agencies and SMBs—around the world. For more information, visit www.sonicwall.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
Primary Responsibilities:
- Phone support for technically complex customer reported issues related to SonicWall’s Next-Generation Firewalls
- Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams as needed
- Case management: Document and effectively provide SLA updates for troubleshooting and updating technical issues for the duration of customer technical issues
- Setup the test environments as necessary for the replication of customer reported issues and provide the documentation on these setups to the Level 3 support teams
- Ensure that the work performed meets the performance and quality within acceptable business standard performance measurements and meets the customer commitments while working with the Level 3 Technical Support team members as needed
Technical Skills:
- Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
- Solid understanding of TCP/IP, IGMP, and Routing (Layer 2 & 3 communication)
Minimum Requirements:
- 2-4 years of relevant experience or equivalent combination of education and work experience
- 2+ years in dealing with standard security practices
- 2+ years of experience in Internet security products involving any of the technologies like Stateful Firewalls, VPNs, PKI, Anti-Virus, IPS, SSL, and other security products
- 2+ years of experience in supporting products related to Network Security
- An advanced understanding of LAN & WAN Network topologies, strong knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing
- Advanced 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, 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 as well as in a team setting with strong troubleshooting and diagnostic skills applicable for medium to enterprise networks
- Candidate must have a strong customer orientation and should possess an excellent work ethic
Preferences:
- Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
- Professional certifications from Cisco, Microsoft, SonicWALL, ICS2, etc
- Advanced skills and hands-on experience with packet analyzer tools such as Wireshark, Network Miner, TCP Dump etc
- Experience with routing protocols: RIP, OSPF, and BGP
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SonicWall is an equal opportunity employer.
We are committed to creating a diverse environment and are an equal opportunity employer. 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.
At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.