SSL VPN Product L2 Support Engineer (Network/Data Security)

Position Purpose
Interfacing with International Customers to provide remote Technical support on
implementation of technology using various networking,
Telecom products and applications to resolve product related issues through research and
troubleshooting.
Engineers Primary Responsibilities and duties.

Troubleshoot all Level 1/2 calls from the customers.

Ensure consistent customer satisfaction.

Handle Critical/Irate customer escalations, Handle escalations from L1 engineers.

Document all communication with customers in the CRM.

Notify/Discuss with TL/Manager on Tickets that require assistance.

Timely handoff (escalation) of cases that require technical or political to L3 TAC.

Plan and constantly work on upgrading tech and product expertise.

Contribute to the knowledge base/ Tech Forum.

Share Knowledge within the team members, Train and Mentor L1 engineers and New Hires.

Maintain Lab equipment and environment.

Knowledge, Skills and Abilities Required

The following are essential:
3-4 years relevant experience in configuration and troubleshooting high-end networks
The ideal candidate will be an Engineer, who is a self-starter, with excellent interpersonal,
communication, documentation, problem solving and trouble-shooting skills.
Quality focus, result & goal orientation in a group situation and commitment to customer delight
are a must.
Strong fundamentals and in-depth knowledge of Networking Concepts
Debugging hardware & software system level problems in a multi-vendor multi-protocol network
environment
Willingness to work in international time zones
Primary Skill set

Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP,
TFTP).

Bridging and switching concepts, LAN technologies such as Ethernet, Gigaethernet

Knowledge on VLANS, Tagging - IEEE 802.1q, 802.3ad, 802.1d, 802.1w.

IP addressing and sub netting, Routing concepts, VLSM/CIDR.

Knowledge on Firewalls and End Point Security Systems.

Should have worked on devices/applications which are running SSL, IPSEC. (HTTPS, TLS,
ESP,)

Should have worked on Firewalls and understand different kinds of Firewalls ( Stateful,
Stateless, Packet Filtering, App Filtering)

Troubleshooting Site to Site, Client to Site VPN connection issues.

Should understand PKI architecture and deployment.(Cryptography, Cipher Suites, Hashing

Algorithms, Certificates)

Should know concepts and working of IDS, IPSAAA ( RADIUS, TACACS, 802.1x)

Working Knowledge on Load Balancing, Clustering, Config Management, Archiving, and SNMP
will be an added advantage