Working hours: 17:30 IST to 2:30 am IST (US time hours 8:00am to 5:00 pm)

Responsibilities:

•Monitoring, operating, and maintaining company products at customers’ sites

•A SME (Subject Matter Expert) on company products and how to implement into a customer's environment.

•As a company product expert, providing knowledge transfer and training on relevant areas of the product that meet the customer’s strategic needs.

•Assisting the internal technical support department with troubleshooting as well as acting as an escalation point as needed.

•Providing consultation on upgrade and migration planning

•Establishing “Trusted Advisor” relationships with the management and technical teams within the customers while working with company account team to extend company’s reputation and position as a vendor.

•Advising and consulting on best-practices, lessons learned, and guidelines that will provide maximum benefit to customers as they adopt the company security solution.

•Working in tight integration with the Sales Organization, US-based Professional Services, Technical Support and R&D. 

•Assists in writing technical documentation, client SOPs and Runbooks as needed

Position Requirements: 

Requirements:

•At least 5 years of previous experience in similar position, in a software company. 

•Experience in Linux/UNIX environments. 

•Experience with networking devices (Switches, Routers etc.), including virtual routing and Software-defined networking – MUST. 

•Experience in firewall administration and configuration (Checkpoint, Cisco, Juniper, Fortinet, etc.) – MUST. 

•Experience in Linux script languages (PERL, shell) – advantage.

•Strong consulting and project management skills with proven results working as a reliable technical advisor 

•Passionate about driving and tracking consistent engagement process with customers, highly data-driven with a dedication to following the process.

•Ability to respond well to a change in a dynamic, fast changing company and ability to work in environments with high levels of ambiguity

•Must have a customer first approach and be highly motivated and visible to customers through meeting calls and visits.

•Customer oriented and ability to establish customer’s trust. 

•Problem solver, result driven, demonstrating a ‘make it happen’ attitude. 

•Excellent communication skills (both written and verbal) with attention to detail.