Description
L3 Product Support TAC Engineer role at Location London, UK (Remote)
Duration: Long term Contract
Responsibilities:
- Provide technical support to Top customers and independently resolve issues with sense of urgency via phone, email and online portal
- Using advanced product knowledge, drive deep troubleshooting, lab reproduction, issue isolation and faster resolution
- Timely follow-up on support tickets with clear communications to customers and partners
- Interface with Engineering and Operations teams with relevant data for faster issue resolution
- Create knowledge base articles and share resolutions internally and with customers
- Mentor team members on advanced troubleshooting, best practices and customer handling skills
- Understand the product roadmap, customer use-cases and provide inputs on product improvements in the product development life cycle
Requirements:
- You are customer obsessed, self-starter and quick leaner
- 4+ year experience working as Support Engineer/Sr. Support Engineer supporting networking or web security products
- Experience with operating systems such as Windows, Mac, Linux and Free BSD
- Experience troubleshooting network issues and familiarity with the necessary tools. (Packet Capture analysis, MTR, MTU/MSS, etc)
- Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc
- Working knowledge of Apache and IIS Web Server administration
- Working Knowledge of networking/security products and enterprise Network Infrastructure.
- Experience with Network Protocol Analyzers (tcpdump, Wireshark)
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD etc
- VPN technologies such as IPSec and VPN clients
- Scripting knowledge (SHELL, Python, Perl) would be an advantage