EMEA-focused Technical Solutions Engineer - Network Security - Bangalore
POSITION SUMMARY
The Technical Support Engineer provides technical support to our customers and partners, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers. Your focus will be on providing quality technical support to network administrators, NOC, SOC and support staff. You will be working with our partners, MSPs, MSSPs as well as end customers who have purchased our network security solutions. Technical Support is primarily delivered by phone, email and screenshare.
Technical Support Engineers have excellent communication skills and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. They know that the company\'s success is measured by our customers\' success. Outcomes matter most!
As a Technical Engineer you are expected to proactively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company. As you mature in this role, you may be required to represent the team in several other functional areas within the company. Technical Support represents a primary way for our customers to interact with the business beyond the point of sale. This means that we are shaping how the world feels about Ivanti, every day.
This role is for the EMEA region, with the standard shift starting at 14:30 PM IST and ending at 23:30 PM IST (GMT). This tracks the 9 AM - 6 PM shift by UK hours.
PRODUCTS
The products you will be supporting are part of our Network Security offering, formerly Pulse Secure. These include NAC and VPN solutions. These can be deployed on-premise as virtual machines or hardware as well as on most cloud platforms (VPN only). In addition, Neurons-integrated SaaS offerings will be part of your scope which include Zero Trust Access and Neurons for Secure Access. This group also supports Virtual Traffic Manager (vTM) which is the virtual loadbalancer platform.
RESPONSIBILITIES/DUTIES
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