Company:

A global leader, providing security appliances for the prevention of distributed denial-of-service attacks, fast-spreading worms, and internal network misuse.

Responsibilities:

Senior Technical Support Engineer is responsible for providing pre and post sales technical support to Company s service provider customers, end users, resellers and partners worldwide.

. Plan and perform a variety of complicated tasks in with wide degree of creativity and latitude

. Troubleshoot, diagnose and resolve technical customer issues associated with equipment either remotely or at the customer site.

. Utilize Support CRM System to track issues

. Replicate issues and test customer configurations in a lab environment

. Recreating, tracking, and verifying software defects in the field or under lab conditions

. Handle customer technical escalations

. Author technical knowledgebase articles

. Participate in off-hours, on-call rotation

. Travel, as required, to customer sites to resolve customer issues

Requirements:

. BSCS/EE

. 8 + years experience in technical support functions

. Very strong fundamental understanding of telecom network and routing environments

. Strong network security skills

. Intermediate to advanced knowledge of Linux and/or Solaris Operating System

. Shell Scripting experience

. Advanced Networking Skills Required

. Detailed technical experience in the installation and operation of IP routers. This includes a detailed understanding of the protocols surrounding IP service provider networks. These skills should include:

a. TCP/IP fundamentals

b. IP subnetting and supernetting and hierarchical routing principles

c. Routing protocol operation (OSPF, IS-IS, and BGP-4),

d. Routing policies at BGP peering points

e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.),

f. Hands-on configuration and operational knowledge of Cisco and Juniper Routers

g. Hands-on Understanding and knowledge of Netflow.

. Outstanding customer service and advanced written and verbal communications skills

. Some travel (between 10-25%) required - to customer sites and corporate sites