Technical Support Engineer
Paderborn
Client:
With headquarters in Santa Clara, CA. our client, the leader in intrusion prevention and security risk management, proactively secures systems and networks, worldwide. Their unmatched security expertise, focus on manageability, and proven ability to successfully prevent attacks are the reasons
why they are the security solution of choice for homes, businesses, service providers, and the public
sector.
About the Role
The Technical Support Engineer will work as part of a specialist team dedicated to supporting their
corporate customers primarily on the Company’s Network based security appliances, utilising strong
Linux and Networking skills. This team-based role will involve handling customer queries from
corporate customers worldwide, focused in EMEA, via telephone and e-mail.
The successful candidate will have a strong background in not only analytical problem solving, but
also the ability to document this knowledge as part of the Company’s award winning knowledge base
system.
Primary Responsibilities
• Provide technical first and second level support to international customers and partners on
• specific products via remote tools and the telephone.
• Accurate problem resolution requires thorough and clear documentation of both the customer’s
• technical issue and the customer’s expectations in the call-tracking database.
• Creation of Knowledge Base Articles
• Train the various support teams on new product versions as and when required
• Work closely with development to ensure customer product issues are resolved
• Participate in all team activities including projects, training and meetings
• Provide effective and timely communication to support teams
• Maintain a high level of knowledge and professionalism
• Maintain technical knowledge of all Company supported products
Experience
• Exposure to a range of computer operating systems
• Understanding and effective utilization of all provided job tools
• Extensive troubleshooting and testing skills (i.e. analytical, be able to narrow down on a problem,
• use documentation, tools, etc to troubleshoot)
• Ability to communicate at multiple levels with customers (i.e. technical / management)
• Strong understanding of UNIX/Linux operating systems
• Knowledge of Network Security, switching, routing/routing protocols, TCP/IP, Firewalls, VPN’s,
• Intrusion Detection and Prevention
• Relevant working experience in Network Security with possibly some background of IPS/IDS
• devices and firewalls.
• Understanding of Windows operating systems
• Knowledge of software and/hardware development, testing and implementation
• Degree (information and communications technology) from a university of applied sciences
• (Fachhochschule) or comparable bachelor or master degree, or training as “Fachinformatiker
• Systemintegration/Anwendungsentwicklung” with work experience
• Fluent English, verbal and writing skills
• Willingness to travel
• Be open to a flexible organisation of working time
Desirable:
• MCSE certified
• Good Network troubleshooting skills
• Experience with Network Security theory, design and architecture
• Working experience in Microsoft internals / dump debugging
• Good knowledge of German
Shaw Consulting
Keplerstr. 5
81679 München
Tel: +49 89 55 06 41 34
Mobile: +49 172 97 37 666
ts@shaw-consulting.de