Product Support Engineer (Night Shift)

Job Title: Product Support Engineer (Night Shift)

Job Location: Noida, India

Shift Timing: 9PM-6AM IST

Position Overview:

Product Support Engineer will provide in-depth support to WatchGuard’s customers and Partners. The PSE will work on complex problem solving around Networking and WatchGuard services for WatchGuard authorized resellers, distributors, external end users, and internal employees. Customers within each of these groups may have dramatically different levels of technical expertise. The PSE must be able to adjust their level of technical communication to that which is most effective for that customer. The PSE must also be capable of effectively and professionally communicating with customers via telephone, email, and web. The PSE will work in a high pace of work, transitioning from one interaction (web case or a live call) immediately into the next interaction.

A Day in the Life:

Each day will start with reviewing emails and Microsoft Teams messages for important news and/or events. Then logging into the CRM system to start reviewing cases within your personal queue to identify critical problems that need an immediate reply. The day then continues changing your availability status to take on the next case or call-in priority. You’ll create cases for new incidents or start using your technical expertise to begin troubleshooting a problem already logged in queue. Your customers will range from WatchGuardONE Partners, who help their end user, to the end user themselves.

Skills and Qualifications:

• Fluent in English, both speaking and writing.
• Excellent written and verbal communication skills.
• Strong time management skills, results-focused, and a proactive nature.
• Ability to learn quickly and to adapt easily to change.
• Experience using CRM systems, Salesforce.com preferred.
• B.Tech/B.E./MCA and/or IT Networking or Security Certification such as: Network+, CCNA, or Security+.

• 2-8 years of relevant experience

  in technical support/helpdesk role troubleshooting network and/or network security problems.
• Strong understanding of TCP/IP networking, applying OSI model troubleshooting methodology, Windows and Macintosh operating systems, and VPN technologies and their corresponding protocols.
• Familiarity with authentication protocols (LDAP, RADIUS, etc.), cloud platforms such as Azure and AWS, multifactor authentication software, antivirus, intrusion prevention software, and WAN protocols.