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52 RedLock Jobs
Technical Support Engineer
RedLock
posted 12hr ago
Job Role Insights
Key skills for the job
Job Description
- You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
- You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity.
- Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means you ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).
Your Impact
- Provide reactive/proactive technical support to top-tier customers
- Provide configuration review, troubleshooting and best practices to named customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc
- Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts
Your Experience
- 5+ years in technical support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers), specifically with firewall exposure and experience
- Excellent written and verbal communication skills
- Experience in TCP/IP, Routing & Switching (OSPF / BGP / VLAN / STP)
- Experience with Palo Alto Networks products and technology
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols
- Experience with Authentication Protocols (Radius / TACACS) is preferred
- Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms
- Ability to summarise a situation clearly for executives internally and externally, and in delivering presentations to senior stakeholders
- Flexibility to work shift hours as required, including afternoons, evenings, and weekends
Employment Type: Full Time, Permanent
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Senior Staff IT Software Engineer (Platform Engineering)
8-13 Yrs
Bangalore / Bengaluru
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