itD · 7 hours ago
Support Engineer (6022)
RTP, NC
Full-time
Onsite
Mid LevelitD is seeking a Support Engineer to support customers through firewall upgrade planning and execution by providing expert technical assistance and guidance. This role is critical to ensuring customers can confidently assess risk, interpret upgrade recommendations, and successfully complete firewall upgrades, contributing to improved platform stability and customer satisfaction.
ConsultingInformation TechnologyIT ManagementProfessional ServicesSaaSSoftwareSoftware Engineering
No H1B
Responsibilities
Provide L2/L3 technical support to customers performing firewall upgrades on company Firepower Threat Defense (FTD) platforms
Guide customers in using an automation-based risk assessment tool for firewall upgrade analysis and planning
Troubleshoot tool-related issues and help customers understand outputs, risk indicators, and upgrade recommendations
Act as the primary point of contact for customer Service Requests (SRs), ensuring timely, accurate, and professional communication
Collaborate with internal engineering and development teams to investigate and resolve complex technical issues
Maintain up-to-date knowledge of company FTD upgrade procedures, best practices, and common risk factors
Document troubleshooting processes, known issues, and best practices to enhance internal and customer-facing knowledge bases
Attend regular internal practice community meetings
Collaborate with your itD practice team on industry thought leadership
Complete client case studies and learning material (blogs, media material)
Build out material to contribute to the Digital Transformation practice
Attend internal itD networking events (in person and virtual)
Work with leadership on career fast-track opportunities
Qualification
Required
Strong hands-on experience supporting firewall platforms, with a focus on company Firepower Threat Defense (FTD)
Experience providing L2/L3 technical support in a customer-facing environment
Solid understanding of firewall upgrade processes, risk assessment, and troubleshooting methodologies
Experience managing and resolving Service Requests (SRs) with clear documentation and customer communication
Ability to understand and explain automation tools conceptually and technically as they relate to firewall upgrades
Bachelor's degree in a relevant field or equivalent work experience required
Preferred
Experience supporting automation or tooling used for infrastructure or security upgrades
Familiarity with cross-functional collaboration involving Engineering, QA, Product, or Documentation teams
Background in network security operations or enterprise firewall environments
Benefits
Comprehensive medical benefits
401(k) plan
Paid holidays
Medical
Dental
Vision
Life insurance
Networking & career learning and development programs
Company
itD
itD is a different kind of technology and software development consultancy that puts client needs at the center of what we do.
Founded in 2002
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Valerie Risch
VP of Enterprise Collaboration Solutions
Raju Kotha
Director - Application Delivery
Recent News
2024-12-13
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