Senior Technical Support Engineer

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Deliver technical assistance to both customers and partners.

• Offer configurations, troubleshooting advice, and best practices to clients.

• Oversee support cases to ensure that issues are documented, monitored, resolved, and followed up on promptly.

• Conduct fault isolation and root cause analysis for technical challenges.

• Create and publish technical support bulletins and other documentation in the Knowledge Base.

• Evaluate technical documentation for training resources, technical marketing materials, manuals, and troubleshooting guides.

• Travel to customer locations in urgent situations to facilitate swift resolution when necessary.

• Implement new products and manage the transition from legacy products to current offerings.

• Address integration issues and critical problems as they arise.

• Detect technical issues and offer support to customers.

⛳️ Requirements

• Proficiency with Remote Access VPN solutions, IPSEC, PKI & SSL, DNS, DHCP, TCP/IP, and authentication protocols such as LDAP and RADIUS.

• Familiarity with multi-factor authentication security systems, including tokens, certificates, and CAC cards.

• Knowledge of security services including IDS/IPS and firewalls.

• Capability to independently debug complex and unique networks with varied media and protocols.

• Experience in virtualization with AWS, Azure, VMware, or OpenStack.

• Experience with centralized firewall management systems.

• Familiarity with Windows, Linux, and Mac OS is advantageous.

• Experience with products from Cisco, Check Point, Juniper (Netscreen), Fortinet, and PAN is a plus.

• Experience supporting CloudGenix or SD-WAN technology is beneficial.

• Exceptional written and verbal communication skills.

• Must reside in Bulgaria.

• Immigration sponsorship is not offered for this role.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities.

• Equal opportunity employer.

• Confidential handling of applicant information in accordance with EEO guidelines.