Technical Support Senior Engineer - French Speaker (Remote)SonicWall is a cybersecurity forerunner with more than 30 years of expertise and is recognized as a leading partner-first company, ensuring our partners and their customers are never alone in the fight against cybercrime. With the ability to build, scale and manage security across the cloud, hybrid and traditional environments in real-time, SonicWall provides relentless security against the most evasive cyberattacks across endless exposure points for increasingly remote, mobile and cloud-enabled users. For more information, visit www.sonicwall.com.
RESPONSIBILITIES:
• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails in a 24x7x365 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 respective product lines.
• 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 in issuing service calls.
• Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Recreate, identify, and provide input on unique or recurring customer problems.
• Focus on delivering a positive customer experience according to SonicWall standards.
• Monitor and track issues to ensure accurate resolution.
• Work closely with Engineering and other cross-functional teams to replicate reported issues, validate bug fixes, and resolve customer issues professionally.
• Provide consistent feedback to the team on supported products.
• Remain knowledgeable of SonicWall product line and related industry products and technologies.
REQUIREMENTS:
• Good understanding of Security, LAN/WAN topologies, and technologies.
• In-depth knowledge of OSI Model, TCP/IP, and Network Security basics.
• Ability to work in a high-stress, 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 to resolve or workaround customer issues using tools like Wire Shark, Netmon, etc.
• Routing and Switching knowledge will be an added advantage.
EDUCATION AND EXPERIENCE:
• Bachelor's degree in Computer Science/Information Sciences/Electronic & Communications Engineering.
• 2 - 4 years of networking and network security support experience with solid understanding of LAN/WAN topologies and technologies.
• In-depth knowledge of network protocols: TCP/IP, Routing Protocols like OSPF, RIP, BGP, Firewall, IDS/IPS will be an added advantage.
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