Technical Support Engineer

Location: Remote ( Costa Rica)

Responsibilities:  

• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails in a 24x7x365 days environment. 
• Provide technical solutions and workarounds for end users with their issues on the 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 

Requirements: 

• 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  
• 2+ years of networking and network security support experience with a solid understanding of LAN/WAN topologies and technologies preferred 
• In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, Firewall, and IDS/IPS will be an added advantage 

Education and Experience:  

• Bachelor’s degree and at least 2 years of related experience; or an advanced degree without experience; or equivalent work experience preferred  
• Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering preferred 

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