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Professional Post-Sales Tier 2 Engineer

Mexico D.F., Mexico
Job ID: 57196

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Description

Description

Post Sales

Job Description

  • Provide Post-sales remote technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished on time.
  • Use fault isolation and root cause analysis skills to diagnose and solve complicated technical issues.
  • Work to reproduce customer issues and qualify critical issues in a lab environment.
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Comply with the certification path and keep them updated.
  • Full-time position. Remote work almost to 100%, sometimes is required to go to the office (meetings, physical labs, HR activities)

Your Experience

  • Required knowledge of TCP/IP and OSI models.
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required.
  • Knowledge of routing and switching is a must.
  • Moderate experience with dynamic routing protocols is a plus.
  • Experience with networking security protocols and technologies will be considered (IPSec, VPN, SSL, PKI).
  • Prior experience in similar Technical Support Centers.
  • Excellent written and verbal communication skills.
  • Experience with any NGFW, such as Cisco, Checkpoint, Juniper, Fortinet, and Palo Alto Networks.
  • Experience with troubleshooting tools such as Wireshark.
  • Mandatory. Fluent English and Spanish, both written and spoken, since the service is bilingual.

 Certifications (not required, but a plus)

CCNA R&S
CCNA Security
PCNSA
PCCET/PCCSA
PCNSE
CompTIA Network+

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