Network Support Engineer

Are you passionate about problem-solving and eager to help organizations enhance their digital capabilities? We are looking for a dedicated Network Support Engineer.

In this role, you'll be instrumental in providing top technical support and ensuring the seamless operation of network applications and infrastructure.

Key Responsibilities:

• Provide Level 2 technical support for hardware and software issues related to network products.
• Maintain clear and effective communication with customers, updating them on project status, plans, and resolutions.
• Deliver high-quality support experiences to customers and partners.
• Collaborate with our tier-three engineering services team to resolve complex technical challenges.
• Build and maintain strong working relationships with peers, engineers, managers, and other departments.
• Create and update solution articles to share technical knowledge internally and externally.
• Manage multiple cases and prioritize tasks according to customer and business needs.
• Adhere to standards-based processes as defined in our Quality Management System.
• Engage in ongoing professional development through training on products and related technologies.

Required Skills and Experience:

• Experience in customer support for enterprise-level clients in production environments.
• Hands-on technical experience with LAN/WAN operations, including DNS, OpenSSL, cryptography, and virtualization.
• Solid understanding of TCP/IP protocols, the OSI model, and packet captures using Wireshark.
• Detailed knowledge of DNS and HTTP protocols, as well as SSL/TLS handshake processes.
• Experience with network security concepts such as Web Application Security, VPNs, DDoS protection, and application firewalls.
• Proficiency in reading, writing, and speaking English fluently, including technical concepts and terminology.
• Strong analytical problem-solving skills and attention to detail.

Preferred Skills:

• Familiarity or willingness to develop expertise in public/private cloud technologies (Microsoft, AWS, Google).
• Experience with NGINX, programming/scripting (JavaScript, Python, BASH, PERL, Node.js), containers (Docker, OpenStack), container orchestration (Kubernetes), and automation (Ansible, Git).
• Fluency in additional languages is a plus.
• Prior experience with similar network technologies.