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Technical Support Engineer at SonicWall

extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Costa Rica

Offer summary

Qualifications:

Bachelor's degree; advanced degree and no experience also acceptable., 2+ years of networking and network security support experience preferred., Good understanding of Security and LAN/WAN topologies., In-depth knowledge of OSI Model and TCP/IP., Knowledge of L2-L7 networking protocols and major Operating Systems like UNIX/Linux..

Key responsabilities:

Provide technical support via Phone/Web/Email in a 24x7 environment.
Diagnose problems, providing resolutions for technical/service issues.
Own customer issues from beginning to resolution.
Work closely with Engineering to resolve customer issues and validate fixes.
Monitor issues and provide feedback on supported products.

SonicWall Cybersecurity Large https://www.sonicwall.com/

1001 - 5000 Employees

See more SonicWall offers

Job description

Ready to do your part in the world of Cybersecurity? SonicWall is a leader in cybersecurity and networking solutions that put our partners at the heart of our innovation to ensure ease of doing business in a world full of opportunities. With more than a 30-year history, we embrace an outside-in approach, listening and learning from our partners and customers to provide the outcomes their organizations require.

If you’re ready for a career that can impact real change — and not just another job — join us!

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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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.

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