For more than 30 years, SonicWall has delivered a partner-first unified cybersecurity portfolio that helps SMBs, MSPs, and IT teams consolidate network security, endpoint security, security service edge (SSE), and threat response across hybrid environments. By bringing connected technology, real-time threat intelligence, automation, and expert services together, SonicWall helps organizations simplify security operations, achieve better security outcomes, and lower total cost of ownership. Backed by a global ecosystem of more than 17,000 partners, SonicWall delivers enterprise-grade protection built for SMB and mid-market realities. 

For more information, visit www.sonicwall.com or follow us on X, LinkedIn, Facebook, and Instagram. 

Key Responsibilities

• Serve as a subject matter expert (SME) for escalated issues from SonicWall Enterprise customers.
• Lead troubleshooting efforts for complex customer issues using tools such as Wireshark, Netmon, and other network diagnostic utilities.
• Act as the technical focal point for high-impact customer incidents and drive issues to resolution.
• Design, build, and maintain test environments to reproduce customer-reported issues.
• Define test strategies, methodologies, and validation plans for networking and security products.
• Collaborate closely with Engineering, Support, QA, and Product teams to identify root causes and implement solutions.
• Work effectively in a high-pressure, interruption-driven environment while managing multiple priorities.

Required Technical Skills

• Strong understanding of Ethernet, TCP/IP, and networking fundamentals.
• Expertise in SSL testing, system testing, and functional validation.
• Hands-on experience with Layer 2 and Layer 3 networking technologies.
• Experience testing switching protocols, including:
  • STP
  • RSTP
  • MSTP
  • PVST+
• Experience testing routing protocols, including:
  • OSPF
  • IS-IS
  • BGP
• Proficiency with network test equipment such as IXIA and Spirent.
• Hands-on experience configuring and troubleshooting Cisco and Juniper switches and routers.
• Working knowledge of LAN/WAN networking architectures and implementation methodologies.
• Strong understanding of network security technologies, including:
  • Firewalls
  • IPS
  • IDS
  • Vulnerability Protection

Preferred Qualifications

• Experience with multicast technologies such as PIM-SM, IGMP, MLD, and MSDP.
• Experience with MPLS technologies, including RSVP, LDP, and Traffic Engineering.
• Prior experience as an Escalation Engineer or Technical Support Engineer supporting enterprise networking environments.
• Proven ability to recreate and resolve customer issues remotely.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Experience working directly with enterprise customers and managing critical escalations.
• Excellent presentation and communication skills.

Qualifications

• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience).
• 7-10+ years of experience in networking, network security, technical support, QA, or a related engineering discipline.
• Proven crisis management and customer-facing problem-resolution experience.
• Ability to configure, analyze, and troubleshoot medium- to large-scale network environments.
• Strong organizational skills with the ability to manage priorities and customer commitments effectively.
• Excellent verbal and written communication skills, especially in remote and cross-functional environments.
• Demonstrated ability to work independently while contributing to a collaborative team culture.
• Self-motivated with a strong sense of ownership and a "can-do" attitude.

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SonicWall is an equal opportunity employer.

We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.

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