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Technical Support Senior Engineer - French Speaker (Remote)

Posted 13 days agoViewed

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💎 Seniority level: Senior, 2 - 4 years

📍 Location: Ireland

🔍 Industry: Cybersecurity

🏢 Company: SonicWall

🗣️ Languages: English, French

⏳ Experience: 2 - 4 years

🪄 Skills: CybersecurityLinuxNetworkingExcellent communication skillsTroubleshootingActive listeningTechnical supportCustomer support

Requirements:
  • Good understanding of Security, LAN/WAN topologies and technologies.
  • In-depth knowledge of the OSI Model, TCP/IP, and Network Security basics.
  • Ability to work in a high-level stress and interrupt-driven environment.
  • Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux
  • Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon, etc.
  • Routing and Switching knowledge will be an added advantage.
Responsibilities:
  • Responsible for providing technical support across SonicWall product lines via Phone, Web, and Email.
  • Assist customers with the deployment of SonicWall network security products like Firewall/IPS and VPN solutions.
  • Provide technical solutions and workarounds for end users with their issues on respective product lines.
  • Owns customer issues from beginning to resolution (handles in place).
  • Assists customers by diagnosing problems and providing resolutions for technical and service issues.
  • Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
  • Recreates, identifies, and provides input on unique or recurring customer problems.
  • Focuses on delivering a positive customer experience according to SonicWall standards.
  • Monitors and tracks issues to ensure accurate resolution.
  • Candidate should work closely with the Engineering and other cross-functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and professionally resolve the customer issues.
  • Provide consistent feedback to the team on products supported.
  • Remains knowledgeable of SonicWall product line and related industry products and technologies.
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