Bachelor's degree in Computer Science, Electrical Engineering, or related field (or equivalent experience).
7-10+ years of experience in networking, network security, technical support, QA, or related engineering discipline.
Proven crisis management and customer-facing problem-resolution experience.
Ability to configure, analyze, and troubleshoot medium- to large-scale network environments.
Strong organizational skills to manage priorities and customer commitments effectively.
Excellent verbal and written communication skills, especially in remote and cross-functional environments.
Demonstrated ability to work independently while contributing to a collaborative team culture.
Self-motivated with a strong sense of ownership and a 'can-do' attitude.
Responsibilities
Serve as a subject matter expert (SME) for escalated issues from SonicWall Enterprise customers.
Lead troubleshooting efforts for complex customer issues using tools like Wireshark and Netmon.
Act as the technical focal point for high-impact customer incidents and drive issues to resolution.
Design, build, and maintain test environments to reproduce customer-reported issues.
Define test strategies, methodologies, and validation plans for networking and security products.
Collaborate closely with Engineering, Support, QA, and Product teams to identify root causes and implement solutions.
Work effectively in a high-pressure, interruption-driven environment while managing multiple priorities.
Benefits
Flexible work environment.
Opportunities for professional development and training.
Collaborative team culture.
Access to cutting-edge technology and tools.
Support for work-life balance.
Full Job Description
Must possess excellent problem-solving and communication skills. In addition, the individual must be flexible, dependable, and have excellent time management skills. A strong understanding of L2-L7 networking protocols, with major emphasis on SSL, HA (High Availability), State Sync, Network Cluster, and major Operating Systems such as UNIX, Linux, and all Microsoft Windows operating systems is needed.
Key Responsibilities
Serve as a subject matter expert (SME) for escalated issues from SonicWall Enterprise customers.
Lead troubleshooting efforts for complex customer issues using tools such as Wireshark, Netmon, and other network diagnostic utilities.
Act as the technical focal point for high-impact customer incidents and drive issues to resolution.
Design, build, and maintain test environments to reproduce customer-reported issues.
Define test strategies, methodologies, and validation plans for networking and security products.
Collaborate closely with Engineering, Support, QA, and Product teams to identify root causes and implement solutions.
Work effectively in a high-pressure, interruption-driven environment while managing multiple priorities.
Required Technical Skills
Strong understanding of Ethernet, TCP/IP, and networking fundamentals.
Expertise in SSL testing, system testing, and functional validation.
Hands-on experience with Layer 2 and Layer 3 networking technologies.
Proficiency with network test equipment such as IXIA and Spirent.
Hands-on experience configuring and troubleshooting Cisco and Juniper switches and routers.
Working knowledge of LAN/WAN networking architectures and implementation methodologies.
Strong understanding of network security technologies, including:
Firewalls
IPS
IDS
Vulnerability Protection
Preferred Qualifications
Experience with multicast technologies such as PIM-SM, IGMP, MLD, and MSDP.
Experience with MPLS technologies, including RSVP, LDP, and Traffic Engineering.
Prior experience as an Escalation Engineer or Technical Support Engineer supporting enterprise networking environments.
Proven ability to recreate and resolve customer issues remotely.
Strong analytical, troubleshooting, and root-cause analysis skills.
Experience working directly with enterprise customers and managing critical escalations.
Excellent presentation and communication skills.
Qualifications
Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience).
7-10+ years of experience in networking, network security, technical support, QA, or a related engineering discipline.
Proven crisis management and customer-facing problem-resolution experience.
Ability to configure, analyze, and troubleshoot medium- to large-scale network environments.
Strong organizational skills with the ability to manage priorities and customer commitments effectively.
Excellent verbal and written communication skills, especially in remote and cross-functional environments.
Demonstrated ability to work independently while contributing to a collaborative team culture.
Self-motivated with a strong sense of ownership and a "can-do" attitude.
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About SonicWall
SonicWall is a cybersecurity company that provides network security, email security, and endpoint security solutions. The company was founded in 1991 and is headquartered in San Jose, California. SonicWall's products are designed to protect against advanced cyber threats, including ransomware, malware, and phishing attacks. The company serves customers in a variety of industries, including healthcare, education, and financial services. In 2016, SonicWall was acquired by Francisco Partners and Elliott Management.
