Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Participate with members of the product development core team representing the Support organization on product decisions. Work closely with Development and QA to ensure customer product issues are resolved appropriately. Provide effective and timely communication to support teams. Inform support teams on technical details of new product versions. Provide technical support to customers on specific products, primarily over the telephone and through email, but may involve some travel. Document issues and enhancements. Maintain knowledgebase and other knowledge transfer systems. Create and document new remediations and solutions for emerging issues. Review and contribute to training content. Participate in knowledge-sharing Knowledge base content creation, forum participation and technical Presentations. May be expected to work after-hours or weekends as needed for critical situations.
Excellent Knowledge of Network Security, Switching, routing/routing protocols, IP, Firewalls, VPN's. Industry experience in Network Security preferred. Strong understanding of Microsoft / UNIX operating systems. Strong Linux experience. Programming background Good Networking knowledge and understanding. Excellent SQL skills.5+ years' experience in IT providing technical support at a high level. Bachelors/Masters Degree in Computer Science or equivalent qualification. MSCE, CCNA, CISSP, CCSP or similar industry-recognized certifications strongly preferred.