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Tier-1 brand plus mid-level experience increases competition, niche security skills moderately reduce applicant density.
Role requires firewall, packet analysis, and network troubleshooting, making background highly domain-specific.
Mandatory technical degree, 5+ years, and specific firewall/network skills create moderately strict filters.
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Lead technical escalations for critical customer issues related to Next Generation Firewall (NGFW) and cloud security products, ensuring timely resolution and effective communication with executive-level stakeholders.
Collaborate with internal support, service delivery, account teams, and engineering to diagnose, debug, break fix, and implement get well plans for escalated problems.
Identify gaps and improve escalation processes; develop or co-develop innovative troubleshooting and resolution tools.
Bachelor's degree in Computer Science, BE/B.Tech or equivalent technical qualification is mandatory.
At least 5 years of IT industry experience with relevant background in technical support, troubleshooting, or similar roles.
Experience with network troubleshooting (including PCAP analysis using Wireshark), firewall and VPN configuration/troubleshooting preferred.
This role is not eligible for immigration sponsorship.
Strong hands-on expertise in network design and troubleshooting, including understanding of Internet applications and protocols, virtualization (VMs and containers).
Experience engaging with senior customer executives and internal teams to manage complex technical escalations and deliver resolutions.
Familiarity with programming languages like C, C++, Python and cloud certifications (AWS, GCP, Azure) or network certifications (JNCIE, CCIE) is a plus but not mandatory.