Rh-711 - Senior Network Security Support Engineer - Platinum

Job Description Your ImpactMeet enhanced response SLA's for customers who purchase our Platinum Support OfferingHandle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely mannerUse fault isolation and root cause analysis skills to diagnose and tackle complicated technical issuesWork to reproduce customer issues and qualify critical issuesWork directly with ETAC and Engineering to get customer issues resolvedHave a thorough understanding of software release and bug cyclesConduct multi-vendor troubleshootingHas visibility across the entire organization and Executive LeadershipPublish Technical Support Bulletins and other user documentation in the Knowledge BaseBuild a positive customer experience by working closely with Development, Sales, Quality Assurance, and MarketingResponsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.Travel may be required to customer sites in the event of a critical situationThis position is on a 9 am - 6 pm shiftQualificationsYour ExperienceRequired experience with TCP IPAbility to independently debug broad, complex, and unparalleled networks with mixed media and protocols requiredIn-depth experience in routing and switching (OSPF, BGP, VLAN, STP)Experience with security (IPSEC, SSL-VPN, NAT, GRE)Prior experience in similar vendor Technical Support CentersExperience with Authentication Protocols a plus (Radius / TACACS)Excellent written and verbal communication skillsExperience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus#J-18808-Ljbffr