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Staff Technical Support Engineer
RedLock
posted 5mon ago
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Key skills for the job
Job Description
- Provide advanced technical support to customers and partners, particularly in the areas of AI Access Security and SaaS Security.
- Troubleshoot and resolve complex issues related to the safe adoption of GenAI apps and the protection of SaaS applications.
- Offer best practices and configurations to optimize security solutions for our customers.
- Manage and resolve support cases efficiently, ensuring timely follow-up and resolution.
- Conduct fault isolation and root cause analysis for technical issues, providing clear documentation and updates.
- Author and publish Technical Support Bulletins and other knowledge base documentation.
- Collaborate with cross-functional teams to drive product improvements and customer success.
- Travel to customer sites as needed to expedite resolution of critical situations.
- Provide on-call support as required to address urgent customer needs.
Qualifications
Your Experience
Minimum
- 8+ years of experience in a technical support engineer role, with a focus on network security technologies.
- Strong written and verbal communication skills, with the ability to explain complex technical issues to diverse audiences.
- Expertise with Remote Access VPN solutions, IPSEC, PKI SSL, TCP/IP, and Authentication Protocols (SAML, LDAP, RADIUS, etc.).
- Experience with Firewall Central Management Systems and multi-factor authentication security systems.
- In-depth knowledge of security services, including IDS/IPS, Firewalls, and network debugging across mixed media and protocols.
- Ability to work flexible hours, including weekends and evenings, to support customers in different regions.
Preferred
- Experience with Cloud Security and CASB services.
- Familiarity with AWS, Azure, and/or GCP.
- Experience with Linux, Unix, Windows, and MAC OS.
- Knowledge of Cisco, Checkpoint, Juniper (Netscreen), and Fortinet technologies.
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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