• Install software and optional hardware through online sessions or onsite work.
• Provide training to end users to ensure their primary objectives for the product purchase are met.
• Verify that core functionality is operable and troubleshoot any issues that arise.
• Be able to describe and articulate customer problems in Support tickets and provide all information required from the customer.
• Triage customer support tickets by monitoring them, escalating them if necessary, ensuring that the issue is resolved or documented and relayed to the customer in a timely manner.
• Be able to communicate clearly, accurately, and empathically, both orally and in writing.
• Bachelor's Degree or equivalent experience in Information Technology, Networking, Security, or another related field.
• Must have in-depth experience working with Firewalls.
• Possess a working knowledge of network/security devices: Check Point, Cisco, Juniper, Palo Alto, Panorama, NSX.
• Must have experience in Linux/UNIX OS (Operating Systems).
• Must possess a thorough understanding of Network Infrastructure and topology, LAN/WAN, TCP/IP, DNS, DHCP, VPN, Syslog, Wireshark, and Network Monitoring tools.
• Understand security concepts: PKI, Certs.
• Prior customer services or consulting experience.
• Be able to work efficiently in a time-sensitive environment, both as part of a team and independently.
• Certifications from one or more of the following vendors: Check Point, Cisco, Juniper, Palo Alto, or similar.
• Willingness to learn scripting as required.
• Travel up to 25%.