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Enterprise technical support sr. analyst


This is a Full-time position in Ottawa, ON posted June 8, 2019.

SonicWall has been fighting the cybercriminal industry for over 26 years, defending small and medium-sized businesses and enterprises worldwide.

Backed by research from SonicWall Capture Labs and the formidable resources of over 26,000 loyal channel partners around the globe, our award-winning, real-time breach detection and prevention solutions secure more than a million business and mobile networks and their emails, applications and data.

Ready to do your part in the cyber arms race?

SonicWall offers fun, high-energy work environments at the leading edge of technology, networking and cybersecurity.

Whether you’re in sales, marketing, engineering, product management, technical support or finance, you’ll have real opportunities to help protect more than 500,000 organizations across the globe.

If you’re ready for a career that can impact change — and not just another job — join one of committed and enthusiastic SonicWall teams in offices around the world.

We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team.

Not only will you will be able to help our customers resolve technically complex issues, but you will also be working closely with the Engineering, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products.

You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels.

This position is very challenging with great room for growth!

SonicWall Technical Support Senior Advisor handles products with cutting edge Network Security technologies and collaborates with some of the smartest engineers in the industry!

Primary Responsibilities Provide Technical support to partners and customers on sonicwall products through Phone/Web & emails in a 24x7x365 environment.

Work closely with the Support, Sales, R&D and PM teams and drive complex, high profile customer escalations to closure within the published SLAs and ensure the customers are delighted with the service and resolution Collaborate with the R&D, Product Management, Operations, System Engineers/Sales and other cross functional teams and provide customer feedback to improve the product usability, supportability, quality and play a key role in enhancing the customer experience.

Participate in the NPI process and work with Engineering and the Product Marketing teams on the new technology introductions and remain technically competent with all the SonicWall Firewall products and functionality, supportability and diagnostics capabilities to deliver the best possible customer experience Create documentation in the form of Tech.

notes, RCA, KB articles, Best practices guide on the complex deployment/use cases and share this with the Escalation/Support/KB and field staff Based on the Partners & Customers support data provide feedback to the R&D and PM teams for enhancing the product quality and reliability Provide feedback on the customer reported issues trends, usability and supportability aspects and come up with solutions to resolve/deflect these issues Occasional travel to the customers deployment sites on a short notice is required Minimum Requirements BS degree in Computer Science/Electrical Engineering; MS degree and/or Professional certifications from SonicWALL, ISC2 (CISSP), Cisco (CCNP/CCIE), Microsoft, etc…preferred 5+ years of product support experience related to Network/Security products in large enterprise IP networks/Data Centers 2+ years of customer facing Technical support experience in handling Internet security products like Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or Wireless network product In-depth knowledge of the Network protocols: TCP/IP, SSL, DNS, DHCP, 802.11 wireless standards and working knowledge of layer 4-7 load balancing techniques, Virtualization, Unix (Free BSD/Linux) administration Published and demonstrated passion for security assessment research; Security consulting experience is a plus Experience in analyzing customer reported issues trends and creating action plan to resolve issues in a timely manner based on the priorities Excellent communications skills, strong customer advocate, good organizational skills, self-driven with ability to multi-task on various projects and aptitude to learn new technologies SonicWall provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.