Job Summary

The Senior Support Engineer/Specialist will play a pivotal role in providing day-to-day technical support to our customers. This senior-level role is primarily responsible for handling complex incidents, critical escalations, and advanced change requests raised by customers. This position requires hands-on experience with Cisco technologies, as well as other security solutions like Palo Alto, Fortinet, Checkpoint, F5, and others. The ideal candidate will be a proactive problem solver with strong customer service skills and a solid technical background in enterprise networking and security solutions.

Job Description

• Act as a technical escalation point (Tier 3) for complex and high-priority incidents and change requests related to firewalls, routers, switches, VPNs, and other security/network technologies.
• Analyze and resolve recurring or critical issues escalated from L1/L2/L3 support teams or directly from customers.
• Lead and implement advanced change requests such as complex firewall configurations, VPN tunnels, BGP/OSPF routing adjustments, and security hardening tasks.
• Provide expert-level troubleshooting and root cause analysis for critical incidents, ensuring permanent resolution and documenting learnings.
• Participate in technical meetings and provide guidance to internal teams and clients regarding design improvements or corrective actions.
• Ensure that all change implementations adhere to change management processes, including risk assessments and rollback plans.
• Maintain in-depth documentation of infrastructure designs, configurations, and troubleshooting steps.
• Conduct periodic health checks, performance reviews, and security posture assessments for customer environments.
• Collaborate with vendors and OEMs (e.g., Cisco, Fortinet, Palo Alto) for bug fixes, firmware issues, and design optimizations.
• Participate in an on-call rotation for after-hours emergency support.

Skill

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum of 8 years of experience in network and security Support.

Core Competencies