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Customer Support Engineer RedSeal Systems
RedSeal Networks is the leading provider of proactive enterprise security management solutions that enable organizations to continually monitor, assess and fortify their cyber-defenses while automating compliance. The RedSeal platform enables businesses and government agencies to visualize, model and analyze complex network and security control interactions across their entire network of firewalls, routers, load balancers and hosts. With RedSeal, organizations can better understand their security state and regulatory compliance, identify the inherent risk to their operations and critical assets, and drive actions that reduce the risks associated with cybertheftand cyberespionage.
The RedSeal Customer Support Engineer position is a great opportunity for someone who wants
to work in an environment rich in professional challenges and growth opportunities, and who gets satisfaction from effectively helping people to better understand things, resolving problems, and helping evolve the RedSeal technology.
Primary Responsibilities
RedSeal Customer Support Engineers work on complex network and security problems requiring strong technical expertise as well as strong problem solving and communication skills.
RedSeal Customer Support Engineers perform a wide variety of activities:
Provide reactive and proactive assistance to customers, partners and field engineers via phone, email, and web-based support tools
Understand and troubleshoot customer questions and problems regarding the use of the RedSeal system
Guide customers through problem resolutions and to more effective understanding of the RedSeal system
Manage support cases to ensure issues are recorded, tracked and resolved and that follow ups are done in a timely manner
Review and prioritize open cases on a daily basis, also perform engineering escalations when required
Reproduce customer problems in the lab
Leverage customer and product interactions to enhance the product, documentation, training, and related resources
Requirements
Typically requires BS in CS or EE or equivalent plus minimum 5 years related customer support experience
5+ years IP networking experience
3+ years working knowledge of Security Networking industry, products and protocols
Excellent verbal and written communication skills
Strong problem solving skills
On-call and shift coverage
Configuration-level experience with routers, firewalls, and load balancers from multiple vendors
Understanding of Network Layer (2, 3 and 4) concepts and technologies:
IPv4 subnetting, NAT and IPv6
Packet-level understanding of basic TCP/IP protocols including ICMP, UDP, TCP
GRE and IPSec
Experience with scanning/vulnerability systems
Must be highly motivated and self-driven
Good organizational and multitasking skills, must be able to prioritize workload and manage customer commitments with minimal supervision
Quick learner with the ability to assimilate new and evolving technologies
Strong teamwork and collaboration skills
| Location: | One Lagoon Drive Third Floor, Suite 375 Redwood City, CA 94065 United States |
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RedSeal Systems
Investors: JAFCO Ventures, Sutter Hill Ventures, Venrock AssociatesAll Jobs: at RedSeal Systems
| Web Site: | www.redseal.net |
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| Headquarters: | One Lagoon Drive Third Floor, Suite 375 Redwood City, CA 94065 United States |
| Industry: | Software |
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