You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors.
Responsibilities
Provide technical support, configurations, troubleshooting, and best practices to customers and partners.
Manage support cases to ensure timely recording, tracking, resolution, and follow-up
Collaborate with engineering teams to resolve customer-found defects and drive product improvements
Perform fault isolation and root cause analysis for complex technical issues in customer environments
Create and publish technical documentation, such as support bulletins and knowledge base articles
Requirements
Bachelor's degree or equivalent experience
Nice to have: Firewall Central Management Systems
Nice to have: SD-WAN
Nice to have: multi-factor authentication security systems
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors.
Responsibilities
Provide technical support, configurations, troubleshooting, and best practices to customers and partners
Manage support cases to ensure timely recording, tracking, resolution, and follow-up
Collaborate with engineering teams to resolve customer-found defects and drive product improvements
Perform fault isolation and root cause analysis for complex technical issues in customer environments
Create and publish technical documentation, such as support bulletins and knowledge base articles
Requirements
Bachelor's degree or equivalent experience
Nice to have: Firewall Central Management Systems
Nice to have: SD-WAN
Nice to have: multi-factor authentication security systems
Provide T3 technical support to customers and partners, handling complex post-sales concerns, escalations, and deep root cause analysis for cybersecurity environments.
Responsibilities
Provide Technical Support to customers and partners
T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams
Provide configurations, troubleshooting, and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Provide Tier 3 technical support for escalations, manage support cases, perform root cause analysis, collaborate with engineering, develop documentation, lead training, maintain operational readiness.
Responsibilities
Provide Tier 3 technical support for escalations
Deliver expert guidance on configurations, troubleshooting, and best practices
Manage the entire lifecycle of support cases
Perform in-depth fault isolation and root cause analysis
Collaborate with engineering and product teams
Requirements
Bachelor's degree in Computer Science, Information Technology, or a related technical field
Nice to have: Windows
Nice to have: Linux
Nice to have: macOS
Nice to have: competitor products from Cisco, Checkpoint, Juniper, Fortinet