- Excellent communication skills
- Networking & Protocols: TCP/IP, OSI Model, Routing & Switching, Network Troubleshooting
- Security Architecture: Next-Gen Firewalls (NGFW), Proxies, SSL/IPSec VPN, SSO, Identity & Access Management
- Threat & Data Management: DLP, Encryption Gateways, Vulnerability Management, IDS/IPS
- Tools & Analysis: Wireshark, tcpdump, HAR Captures, Netstat, Traceroute
- Global Operations: International Technical Support, Cross-Functional Communication
- Credentials: CCNA Certified
Education Bachelor's degree in Computer Science, Engineering, or equivalent demonstrated skill / related industry experience.
Experience
Minimum 3+ years in a TAC environment, ideally within Firewall and SASE domains.
Roles & Responsibilities (L1 Engineer)
- Work effectively in a highly dynamic TAC environment with a strong focus on customer satisfaction; identify problems quickly and deliver a remarkable customer experience
- Check and transparent the case queue before the end of each shift
- Support customers on Netskope products and services
- Update ZD (Zendesk) with case updates and set SLAs accordingly
- Manage caseloads and backlog in a timely manner, driving cases to closure
- Take ownership of problem resolution, reproduction, and escalation
- Escalate cases to the L2 team when needed, with proper documentation