Company:
A global leader, providing security appliances for the prevention of distributed denial-of-service attacks, fast-spreading worms, and internal network misuse.
Responsibilities:
Manager of Technical Support is responsible for maintaining world class customer satisfaction. Serve as a customer advocated at the management level. Manage, lead and provide technical guidance to a team of Network Technical Support Engineers. Provide pre and post sales technical support to Company s service provider customers, end users, resellers and partners worldwide.
* Hire, Train and Direct the activities of the technical support team of local and remote personnel
* Handle customer service escalations
* Provide technical leadership to your team
* Troubleshoot, diagnose and resolve technical customer issues associated with equipment either remotely or at the customer site.
* Manage and Utilize Support CRM System to track issues
* Replicate issues and test customer configurations in a lab environment
* Recreate, tracking, and verify software defects in the field or under lab conditions
* Author and manage technical knowledgebase articles
* Schedule Engineers in off-hours, on-call rotation
* Travel, as required, to customer sites to resolve customer issues
Requirements:
* BSCS/EE
* 10 + years experience in technical support functions
* 2+ years experience in leadership or management role
* Very strong fundamental understanding of telecom network and routing environments
* Strong network security skills
* Intermediate to advanced knowledge of Linux and/or Solaris Operating System
* Shell Scripting experience
* Advanced Networking Skills Required
* Detailed technical experience in the installation and operation of IP routers. This includes a detailed understanding of the protocols surrounding IP service provider networks. These skills should include:
a. TCP/IP fundamentals
b. IP subnetting and supernetting and hierarchical routing principles
c. Routing protocol operation (OSPF, IS-IS, and BGP-4),
d. Routing policies at BGP peering points
e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.),
f. Hands-on configuration and operational knowledge of Cisco and Juniper routers
g. Hands-on Understanding and knowledge of Netflow.
* Some travel (between 10-25%) required - to customer sites and corporate sites