Technical Support Engineer, Focused Services, NGFW

Job Summary

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to diagnose and address post-sales technical challenges. As a critical thinker, you will apply standard troubleshooting frameworks, diagnostic tools, and technical criteria to drive effective resolutions. Your ability to clearly articulate technical issues will enable you to collaborate effectively with both customers and internal engineering teams. You will develop a strong practical understanding of each customer's technical environment, helping them maintain a stable and secure posture. Your problem-solving agility and resilience will be crucial in providing high-quality assistance during familiar technical challenges and customer escalations.

Key Responsibilities

• Customer Problem Resolution: Deliver high-quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues.
• Case Management Ownership: Take practical ownership of support cases from initiation to resolution, isolating faults and executing root-cause analysis while maintaining consistent documentation in the ticketing system.
• Product Infrastructure & Lab Simulation: Replicate customer network issues and validate configurations by systematically simulating network topologies in a lab environment.
• Cross-Functional Collaboration: Partner with cross-functional support teams, Account teams, and QA/Engineering to report product defects, file clean bug reports, and track issue updates.
• Knowledge Contribution: Contribute to the collective expertise of the organization by documenting new technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base.
• Drive AI Efficacy: Actively leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning search tools to expedite knowledge retrieval, optimize case troubleshooting, and decrease time-to-resolution.
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Qualifications

• 2–4 years of experience in a customer-facing technical support, network operations, or network security environment.
• Educational Requirement: Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience.
• Network Analysis Capabilities: Strong practical knowledge of the TCP/IP suite, local/wide area networks (LAN/WAN), general routing/switching operations, and core protocol functions (such as VLSM, CIDR, DHCP, and NAT).
• Packet-Level Diagnostics: Hands-on experience capturing, analyzing, and interpreting packet traces using standard network diagnostic tools (e.g., Wireshark, tcpdump) to isolate performance or connectivity anomalies.
• Security & VPN Infrastructure: Practical experience diagnosing and support-executing Remote Access VPN solutions, including IPsec and SSL technologies.
• Authentication Protocols: Foundational understanding of enterprise authentication frameworks and directory protocols (e.g., RADIUS, TACACS+, LDAP).
• Time & Workload Management: Proven ability to balance a fluctuating queue of incoming support cases, prioritizing tasks effectively based on customer severity levels and established SLAs.