Sr. Technical Support Engineer, Focused Services, NGFW

Job Summary
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 and better cybersecurity.

Key Responsibilities

• Provide technical support, configurations, troubleshooting, and best practices to customers and partners.
• Manage support cases to ensure timely recording, tracking, resolution, and follow-up.
• Collaborate with engineering teams to resolve customer-found defects and drive product improvements.
• Perform fault isolation and root cause analysis for complex technical issues in customer environments.
• Create and publish technical documentation, such as support bulletins and knowledge base articles.
• Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides.
• Travel to customer sites for critical situations to expedite resolution when necessary.
• Provide on-call support on a rotational basis to address urgent customer needs.