Technical Support Engineer (NGFW)

TL;DR

Technical Support Engineer (NGFW): Providing expert technical support for Kaspersky NGFW, focusing on resolving complex client issues, replicating problems in various environments, and collaborating with RnD teams. Фокус на diagnosing network issues, understanding dynamic routing protocols, and contributing to the development of automation tools for product diagnostics.

Что делать

• Provide expert technical support for Kaspersky NGFW.
• Interact with the first line of support through the ticketing system, email, and corporate messengers.
• Participate in remote sessions with clients to resolve complex issues.
• Register product bugs and collaborate with RnD teams on solutions.
• Share knowledge with colleagues, conduct training, and maintain the knowledge base.
• Participate in projects for developing architecture and implementing products for customers.
• Create and improve tools for automating diagnostics of company products.

Требования

• Experience: At least 2 years in technical support of Infosec/IT products.
• Knowledge of network organization principles and diagnostics of network problems.
• Knowledge and experience with dynamic routing protocols: OSPF, BGP.
• Professional skills in administering Linux OS; diagnosing Linux problems.
• English: Intermediate or higher.
• Willingness to travel on rare business trips.
• High motivation and desire to learn new things.

Хорошо, если есть

• Experience with other NGFW systems.
• Experience with IDS/IPS, DPI, Stateful Firewall.
• Experience with XDR/SIEM systems.
• Experience with Docker/Kubernetes.
• Experience developing automations using Python.