What are the responsibilities and job description for the Technical Support Engineer position at US HealthCare Careers?
Seeking a Technical Support Engineer to provide on-site technical support services to Enterprise customers; serving as a subject-matter expert on Network security products. Experience using Site Reliability Engineering to plan and perform a variety of critical tasks/responsibilities pertaining to the customer’s deployment a plus!
US Citizens only to receive a TSC to work at customer sites
MUST HAVE-Active Top Secret/SCI Clearance
Technical Support Engineer
• Be a trusted advisor to the customer on all technical areas related to the Network Security products.
• Design, implement, troubleshoot, diagnose, and resolve normal and complex technical issues associated with security products installed in the customer network.
• Test and replicate customer configurations in a lab environment as and when required.
• Ensure the operational and functional requirements pertaining to the solution installed in the customer environment are fulfilled from a technical standpoint.
• Track, investigate, escalate, and verify software defects as encountered and reported by customers
• Deliver on-demand technical workshops on security products, to the customer’s staff as needed.
• Work with other internal departments like technical support, engineering, and product management as needed, related to product issues as well as new features.
• Work closely with the account team(s) of customers to understand and support the sales strategy from a technical standpoint.
• Support the tuning and optimization requirements related to the installation in the customer environment.
• Assist and provide expert guidance to the customer security operations teams on security attack mitigations (pre-attack prep, during-attack assistance, post-attack reviews).
• Develop and implement Method of Procedure documents for procedural and maintenance activities as required, related to the products/solutions deployed in the customer environment.
• Lead and support software upgrade activities or investigations of reported problems related to the security products installed in the customer environment.
• Work closely with the Professional Services team to discuss, enhance, and share knowledge about product, domain, and solutions.
• Generate customer-specific product technical documentation, as needed.
• Continuously develop and update expertise on company products and solutions.
• Develop and deliver technical presentations to customers and internal teams as needed.
• Travel as required to customer sites and internationally for corporate events as needed
Qualifications
• Bachelor’s Degree in CS/EE/ECE with 5 years of experience in service delivery or technical support functions with strong fundamentals in telecom network and routing environments.
• Advanced networking skills required (TCP/IP, Routing, BGP, MPLS, and related), NetFlow protocol experience and understanding desirable.
• Strong network security skills required, knowledge of and experience in DDoS and mitigation techniques desirable.
• Knowledge of network test equipment, network management protocols like SNMP, tools, and protocols like MRTG, SolarWinds.
• Knowledge of internet and data security protocols like HTTP/S, SSL/TLS, DNS, VPN, IPSEC, GRE.
• Intermediate to advanced knowledge in administration and provisioning of Unix/Linux and Solaris platforms, networking related scripting and automation skills desirable.
• Expertise in packet analysis, debugging, and troubleshooting, using tools like Wireshark/Tshark
• Knowledge and experience and knowledge and experience in virtualization and cloud environments will be a strong skillset to have. Virtualization and cloud environments will be strong skill sets to have.
• Ability to work independently, and where necessary.
• Strong customer service and verbal/written communication/interpersonal skills.