Senior Technical Support Engineer

About This Role

• As a Senior Technical Support Engineer, you will be responsible for resolving customer technical issues.
• Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.
• To be successful in this role, you will: • Be handling complex queries while providing world class support to our Japan customers Primarily • Hands-on experience with diverse networking devices like routers, switches, firewalls, load balancers • Working experience in Firewalls, Load Balancers and Network Security Products • Knowledge on Linux OS is a plus • Troubleshoot, research and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role. • Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology. • Work directly with staff in quality assurance, engineering, sales to resolve problems. • Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved. • Work in an environment of on-going development, coaching, surrounded and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
• On a day to day basis, you'll be responsible for a variety of initiatives, including: • Able to self-drive customer requirements and prioritize work • Function as technical point of contact for customer issues troubleshooting • Drive communication between customer and engineering teams, providing detailed communications and instructions • Able to recreate customer issues in Lab. • Able to create IN-DEPTH technical issue and resolution root cause analysis (RCA)Identify and report product issues and prioritize resolution with the engineering teams • Create and maintain knowledge base articles to prevent & resolve similar issues quickly • Weekend and public holiday coverage availability.
• We will also consider qualified applicants with arrest and conviction records consistent with local law.
• If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.