We are hiring a Tier 2 technical support professional. In addition to possessing deep technical knowledge, a TAC Engineer interacts extensively with customers and partners in the highest professional manner.
What will you do?

• Provide level 2 technical support for our products
• Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems
• Take responsibility for customer satisfaction
• Respond in a timely manner to support customer issues and inquiries
• Document actions in tickets to effectively communicate information internally and to customers
• Resolve problems independently and understand the correct escalation procedures
• Reproduce and debug customer-reported problems in a lab environment as necessary, and working with the engineering and test teams to resolve issues

• Minimum of 2 years of experience in full-time product support
• Expert-level knowledge and hands-on experience with Layer 2/Layer 3 Switching/Routing
• Excellent customer service skills
• Excellent analytical thinking and problem-solving skills
• Strong verbal (phone) and written (e-mail) communication skills in English
• Self-managed and team-oriented

• Knowledge and hands-on experience with TCP/IP, IPv4, Layer 4/Layer 7 switching, firewalls, IDS/IPS, VPN, security consulting, SSL, IPsec.
• In-depth understanding of protocol and network analyzers
• Proven track record of working with an enterprise and carrier-class customer base
• Experience with penetration testing techniques and tools