Technical Support Engineer

Job Summary We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post-sales challenges, providing deep and comprehensive analysis and solutions. Responsibilities - Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation. - Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system. - Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility. - Collaborate closely with cross-functional teams-including Account, Sales, and Marketing-to drive a seamless and positive customer experience while proactively addressing critical challenges. - Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies. - Serve as a subject matter expert on company core technologies, identifying product defects through lab replication, network simulation, and performance testing. - Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle. - Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training. - Contribute to knowledge base by authoring technical support bulletins, training materials, and troubleshooting guides. - Provide rapid, high-quality support in high-pressure situations, traveling to customer sites to

expedite critical issue resolution. - Engage in technical discussions with cross-functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience. Qualifications - Fluent English and fluent in German, Italian, or French. - Minimum 7 years of network security experience. - Expertise in TCP/IP, LAN/WAN technologies, routing/switching, routing protocols (BGP, OSPF, EIGRP), branch, and center architectures. - Extensive experience troubleshooting Remote Access VPN solutions, including IPSEC, PKI & SSL technologies. - Advanced understanding of packet flow across multiple OSI layers and ability to debug complex networks with mixed media and protocols. - In-depth knowledge of networking operations-TCP/UDP, SNMP, IPv6, VLSM, CIDR, and NAT (static, dynamic, PAT). - Proficiency with network troubleshooting tools-Wireshark, GNS3. - Strong grasp of authentication protocols-LDAP, TACACS+, Radius. - Proven ability to engage executive-level stakeholders with clear technical communication. - Excellent written and verbal communication skills, explaining technical issues in business terms. - Consistently maintain rigorous case management practices, ensuring thorough documentation and timely updates. - Willingness to work outside normal business hours as needed. - BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related field, or equivalent military experience required. - Plus skills: - Virtualization experience (AWS, Azure, VMWare, OpenStack) - Experience with Windows, macOS, and Linux (debugging, editing registries, plist, etc.) - Python or Shell scripting experience - Multi-vendor exposure-Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and IDS/IPS systems Commitment We are committed to providing reasonable accommodations for all qualified individuals with a