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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Technical Support Engineer
Location: Westborough, Massachusetts, United States
Type: Permanent F/T
Closing Date: 2006-10-21
Position: Customer Support Engineer
General Responsibilities
Top Layer Networks (TLN) is a leading provider of network security devices.
Our primary product is our industry leading Intrusion Prevention System, the
IPS 5500. In addition to this product, we sell our IDS Balancer, and other
related security devices. We are looking to hire a customer support engineer
(CSE) to provide technical support to our customers, partners, and field teams.
Our CSE’s provide front line customer support, and work closely with our
product management and engineering teams to help resolve issues and provide
input for new product features. The position is based at our corporate
headquarters in Westboro Massachusetts, although on occasions a trip to a
customer site may be required.
Principal Responsibilities and Duties:
· Provide remote technical support to all TLN customers, partners
and field teams.
· Research, analyze, troubleshoot and resolve technical issues
encountered during the installation and operation of Top Layers products.
· Act as the Customer liaison to Engineering; using our tracking
system, ensure that all feedback relative to customer issues is accurately
documented and promptly reported to the proper engineering escalation contact.
· Produce technical field bulletins and review manuals.
· Provide timely updates for all owned cases to our tracking
system.
· Provide guidance to customers on configuration of Top Layer
products.
· Provide required support for New Product Introduction (NPI).
· As part of a team providing 24X7 technical support to TLN
customers, out of hours support via pager is required.
Aptitude, education and experience:
§ AS degree in EE/CS or equivalent in other technical area
§ CISSP Certification preferred
§ 5+ years experience in a technical support role interfacing with
external customers
§ Self managed, motivated, and hard working.
§ Strong communication and documentation skills.
§ Must be capable of working in a team environment.
Please email resumes to recruiting@toplayer.com.
www.toplayer.com
JOB REQUIREMENTS
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Skills Required:
§ Polished customer interface skills while working in a demanding
customer environment.
§ Solid understanding and hands on experience with network security
products such as firewalls, routers and Intrusion Prevention / Detection
Systems.
§ Familiarity with vulnerability scanning tools, including Nessus, NMAP,
ISS...
§ Understand basic network design and how traffic network traffic flows
§ Experience reproducing network issues in switched and routed
environments.
§ Proficiency with network sniffing tools for traffic analysis
§ Familiar with Windows and Linux
CONTACT
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Top Layer Networks
2400 Computer Drive
Westborough, MA 01581
www.toplayer.com
Email resumes to recruiting@toplayer.com
Top Layer Networks
Heather Adamske
hadamske@toplayer.com
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