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Postsales Engineer Tier 1

Mexico D.F., Mexico
Job ID: 45265



Post Sales Engineer Tier 1

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 in a timely manner
  • 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 lab environment
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Full-time position

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 in routing and switching is a must
  • Moderate experience with dynamic routing protocols is a plus
  • Experience with networking security protocols and technologies will be taken into consideration (IPSec, VPN, SSL, PKI)
  • Prior experience in similar Technical Support Centers
  • Excellent written and verbal communication skills
  • Experience with Cisco, Checkpoint, Juniper, Fortinet, Palo Alto Networks products is a plus
  • Experience with troubleshooting tools as Wireshark
  • Fluent English and Spanish both written and spoken since the service provided is bilingual


Certifications (not required, but preferred)

CCNA Security
CompTIA Network+

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