上海招聘

技术支持工程师

主要职责：

? 通过电话/网页/邮件/IM等方式为国内及国外的用户和合作伙伴提供技术支持服务

? 与其他地区的技术支持工程师、销售工程师以及研发测试部门密切合作，解决用户在各种场景中的问题，并确保用户对服务和解决方案感到满意

? 与研发、产品管理、运营、系统工程师/销售和其他跨职能团队合作，提供用户反馈，以提高产品的可用性、可支持性和质量，并在增强客户体验方面发挥关键作用

? 积极参与新产品的市场导入流程，及时学习新产品及新技术，并保持对所有Sonicwall产品的功能性、可支持性以及诊断性的技术能力，以提供***的用户体验

? 撰写技术知识库、复杂部署/用例等文档，并与其他相关部门工程师共享

? 根据合作伙伴和用户反馈的支持数据，向研发和项目经理团队提供反馈，以提高产品质量和可靠性

? 将用户报告的问题、漏洞、可用性需求等方面向研发和项目经理团队提供反馈，并提出解决这些问题的解决方案

SonicWall has been fighting the cybercriminal industry for over 26 years, defending small- and medium-sized businesses and enterprises worldwide. Backed by research from SonicWall Capture Labs and the formidable resources of over 26,000 loyal channel partners around the globe, our award-winning, real-time breach detection and prevention solutions secure more than a million business and mobile networks and their emails, applications and data.

Ready to do your part in the cyber arms race? SonicWall offers fun, high-energy work environments at the leading edge of technology, networking and cybersecurity. Whether you’re in sales, marketing, engineering, product management, technical support or finance, you’ll have real opportunities to help protect more than 500,000 organizations across the globe. If you’re ready for a career that can impact change — and not just a another job — join one of committed and enthusiastic SonicWall teams in offices around the world.

Enterprise Technical Support

SonicWall Technical Support Senior Advisor handles products with cutting edge Network Security technologies and collaborates with some of the smartest engineers in the industry!

？ Primary Responsibilities

? Provide Technical support in Mandarin and English to partners and customers on sonicwall products through Phone/Web & emails

? Work closely with the Support, Sales, R&D and PM teams and drive complex, high profile customer escalations to closure within the published SLAs and ensure the customers are delighted with the service and resolution

? Collaborate with the R&D, Product Management, Operations, System Engineers/Sales and other cross functional teams and provide customer feedback to improve the product usability, supportability, quality and play a key role in enhancing the customer experience.

? Participate in the NPI process and work with Engineering and the Product Marketing teams on the new technology introductions and remain technically competent with all the SonicWall Firewall products and functionality, supportability and diagnostics capabilities to deliver the best possible customer experience

? Create documentation in the form of Tech. notes, RCA, KB articles, Best practices guide on the complex deployment/use cases and share this with the Escalation/Support/KB and field staff

? Based on the Partners & Customers support data provide feedback to the R&D and PM teams for enhancing the product quality and reliability

? Provide feedback on the customer reported issues trends, usability and supportability aspects and come up with solutions to resolve/deflect these issues

? Occasional travel to the customers deployment sites on a short notice is required

？ Education/Skills Requirements:

? BS degree in Computer Science/Electrical Engineering; MS degree and/or Professional certifications from SonicWALL, ISC2 (CISSP), Cisco (CCNP/CCIE), Microsoft, etc...preferred

? 5+ years of product support experience related to Network/Security products in large enterprise IP networks/Data Centers

? 2+ years of customer facing Technical support experience in handling Internet security products like Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or Wireless network product

? In-depth knowledge of the Network protocols: TCP/IP, SSL, DNS, DHCP, 802.11 wireless standards and working knowledge of layer 4-7 load balancing techniques, Virtualization, Unix (Free BSD/Linux) administration

? Published and demonstrated passion for security assessment research; Security consulting experience is a plus

? Experience in analyzing customer reported issues trends and creating action plan to resolve issues in a timely manner based on the priorities

? Excellent communications skills, strong customer advocate, good organizational skills, self-driven with ability to multi-task on various projects and aptitude to learn new technologies

SonicWall provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

#LI-DX3

SonicWALL的优势
25年来，SonicWall一直是业内可信赖的安全合作伙伴，为全球数以百万计的网络提供保护。从网络安全到访问安全再到电子邮件安全，我们不断地改进我们的产品组合以快速、无缝地适应企业需求，使企业不断创新、加速和发展。我们的客户知道拥有强大的安全性才能适应未来发展需求。我们是可信赖的合作伙伴，帮助他们放心地迎接未来。
 
SonicWall 安全解决方案是分布式企业、政府、教育机构、零售商、医疗保健机构和金融机构部署的首选。SonicWall产品凭借易于使用、高效率和高性能的设备和服务，已受到Network World、InfoWorld、PC Magazine和SC Magazine等业界出版物的广泛好评。2016年，SonicWall 连续第四年在最新版的NSS实验室下一代防火墙安全价值图中获得***评级“推荐”，而且被评为安全效率方面的***产品之一。

About SonicWALL
Over a 25 year history, SonicWall has been the industry’s trusted security partner. From network security to access security to email security, SonicWall has continuously evolved its product portfolio, enabling organizations to innovate, accelerate and grow. With over a million security devices in almost 200 countries and territories worldwide, SonicWall customers can confidently say yes to the future.
Originally founded in 1991.