Job Description :

Guided by its vision of Dynamic Security for the Global Network, SonicWALL® develops advanced intelligent network security and data protection solutions that adapt as organizations evolve and as threats evolve. Trusted by small and large enterprises worldwide, SonicWALL solutions are designed to detect and control applications and protect networks from intrusions and malware attacks through award-winning hardware, software and virtual appliance-based solutions. SonicWALL offers a massively scalable architecture to address the rapid increase in bandwidth speeds and escalating volume, frequency and sophistication of Internet threats. Moreover, SonicWALL drives the cost and complexity out of building and running secure infrastructures, thus enabling greater productivity and IT efficiencies. Visit www.sonicwall.com.

RESPONSIBILITIES

Support UTM Enterprise products (NSA E-Class & Super Massive)

Focal technical support contact to handle technically complex customer reported cases. Drive these cases to a logical closure using a systematic problem solving approach while maintaining the ownership of the cases until they are completely resolved. This may sometimes require in person meetings with the customers at their deployment sites

Work closely with the Support, Engineering, SE and other cross functional teams in resolving the customer reported issues and provide feedback to the Engineering for improving the product quality, supportability and reliability. Replicating the issues in-house, validating the bug fixes provided through patch release and ensuring the customer issues are resolved in a timely & professional manner with ownership of cases until complete resolution of issue

Share the product/trouble shooting knowledge with the other support team members

Setup the test environments as necessary for replication of the customer reported issues and provide the documentation on these setups to the support and Engineering teams

Create technical documentation (KB articles, FAQs, Tech. Notes, White Papers etc.,) for internal support and external customers/partners usage

Work with Engineering and the Product Marketing teams on the new product/features introductions during the beta phase and remain technically competent with all the SonicWALL products/features before they are released to the customers

Ensure that the work performed meets/exceeds the quality within the accepted SLAs and also meet the customer commitments. Quality Case closures with the highest possible customer satisfaction is required consistently in all the cases

Keep the Support Management informed on all the high priority customer escalations and time sensitive issues

REQUIREMENTS

Professional certifications from SonicWALL, Cisco (CCIE), Microsoft, (ISC)2 etc. preferred

Extensive expertise in network security and technologies involved in large scale enterprise deployments/data centers including Stateful firewalls, IPS, Anti-Virus solutions, application firewalls, high availability solutions, network management systems and virtual systems. Supporting products related to Network Security in large enterprise IP networks/Data Centers and security products preferably Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or other network security products

Extensive knowledge in LAN/WAN technologies, TCP/IP Protocols, IP Routing and OSPF/BGP routing protocols

Analyzing customer reported issues and looking for trends of issues that are generating high number of support cases and coming up with an action plan to resolve these issues

Be a mentor of the Level/Level2 support engineers and provide training on the various product related items and also trouble shooting aspects

Work independently and also in a team and must possess strong trouble shooting and diagnostic skills applicable to Enterprise Networks

Excellent communications skills, strong customer orientation, good organizational skills, self driven with ability to multi-task on various projects and aptitude to learn new technologies

EDUCATION AND EXPERIIENCE

Masters Degree preferred

B.S in Computer Science/Electrical Engineering

5+ years of support experience in Internet Security products and in design, deployment and handling of standard security practices

SonicWALL is looking for talented individuals who want to work in cutting edge technology with a dynamic, fast growing company. If you have what it takes to thrive in this fast paced environment and you meet the minimum requirements for this position, please contact us. Wed love to hear from you!

SonicWALL, Inc. is an equal opportunity employer dedicated to affirmative action and workforce diversity. SonicWALL offers great benefits, including paid vacation, 401K, health and dental and a challenging and fun work environment.

Visit our website at www.sonicwall.com for further information regarding our company and its products.