Technical Support Senior Engineer - French Speaker (Remote)

Location: Ireland ( Only for the candidates located in Ireland)

RESPONSIBILITIES:

• Responsible for providing technical support across SonicWall product lines via Phone, Web, and Email.
• Assist customers with the deployment of SonicWall network security products like Firewall/IPS and VPN solutions.
• Provide technical solutions and workarounds for end users with their issues on 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.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering.
• 2 - 4 years of networking and network security support experience with a solid understanding of LAN/WAN topologies and technologies.
• In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, BGP, Firewall, IDS/IPS will be added advantage.

#LI-KB7

#LI-Remote

# French speaker

#Networking