Technical Support Senior Engineer - French Speaker ( Remote)

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Requirements:

• Good understanding of Security and LAN/WAN topologies and technologies.
• In-depth knowledge of OSI Model, TCP/IP, and Network Security basics.
• Ability to work in a high-stress and interrupt-driven environment.
• Good understanding of L2-L7 networking protocols and major Operating Systems such as UNIX/Linux.
• Demonstrated ability to use in-depth troubleshooting tools to resolve customer issues (e.g. Wire Shark, Netmon).
• Knowledge of Routing and Switching is an added advantage.

Responsibilities:

• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails in a 24x7x365 days environment.
• Assist customers with deployment of SonicWall network security products like Firewall/IPS and VPN solutions.
• Provide technical solutions and workarounds for end users with their issues on the respective product line.
• Own customer issues from beginning to resolution.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues.
• Use troubleshooting techniques and tools to identify defective products and follow guidelines for issuing service calls.
• Educate customers within procedural guidelines for complete solutions to their technical questions.
• Recreate, identify and provide input on unique or recurring customer problems.
• Focus on delivering a positive customer experience.
• Monitor and track issues to ensure accurate resolution.
• Work closely with Engineering and cross-functional teams to replicate and resolve reported customer issues.