Tier 3 Engineer

Responsibilities:
Tier 3 team member, focusing on the following activities:
Leading Support activities in EMEA region
Analyze, track and resolve customer’s most complex technical issues in a professional, timely manner
Interact with R&D and Integrations and PM to investigate and resolve complex issues as well as add new features
Assist field personnel (SE’s, Sales, PS) with technical issues reported on pilots
Contribute to the company’s support Knowledge Base by creating new articles
Remote work with customers over phone, Webex and (occasionally) on-sit
 
Qualifications:
5+ years of experience in networking or security systems
5+ Experience with Support of Security products
Experience troubleshooting complex issues
Excellent analytical and problem-solving skills with a strong sense of customer commitment
Knowledge and hands on experience with routers and firewalls, especially Cisco, Juniper, Check Point 
Hands on System Administration skills and experience with Linux
Knowledge with vulnerability scanner systems (an advantage)
Excellent communication skills, both verbal and written (English), ability to work independently and with a group, as well as the ability to work in a “multi tasking” environment
Ability to work under pressure
Credentials:
CISSP highly desirable
Other security/network certifications desirable (Such as GIAC, etc.)
Network and security vendor certifications desirable (Such as Cisco CCNP, Juniper etc.)