Technical Support Engineer-Remote- Networking background is a must

Location: Costa Rica ( remote)

Responsibilities:  

• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails 
• Provide technical solutions and workarounds for end users with their issues on respective product line.  
• 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 resolve the customer issues in a professional manner 
• Provide consistent feedback to the team on products supported  
• Remains knowledgeable of SonicWall product line and related industry products and technologies 

Requirements: 

• Willing to work in 24x7 environment.
• Good understanding of Security, LAN/WAN topologies and technologies 
• In-depth knowledge of OSI Model, TCP/IP, Network Security basics 
• Ability to work on 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 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, 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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