Customer Success Manager- Firewall

Customer Success Engineer - Firewalls

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. You will need to provide technical assistance as needed (often, in high-pressure situations).

• Provide Technical Support to customers and partners

·Consult and guide customers on security standard best practices methodologies andact as trusted advisor for clients.

• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Build custom security policies and application signatures for unique clientenvironments.
• Provide configurations, troubleshooting, and best practices to customers
• Provide fault isolation and root cause analysis for technical issues
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Candidate Profile

• Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
• Experience working with Firewall Central Management Systems
• Strong TCP/IP Skills.
• Knowledge of Cloud Firewalls, WAF, NLB, ALB etc will be a plus.
• Expertise with Firewalls – Palo Alto, Cisco, Checkpoint, Juniper, Fortinet etc.
• In-depth understanding of Networking and Network Security concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Knowledge of Linux (including BASH and Python scripting)
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)
• Expertise with IDS/IPS solutions.
• Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
• 4 – 8 years prior experience in a Technical Support environment is required
• Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP).