Job Listing

Description

Department:     Customer Support
Region:             USA
Location:           Seattle
Reports to:        Technical Support Team Manager
Status:               Full Time

WatchGuard is moving security forward with its best-in-class, award-winning hardware and software unified threat management appliances, and messaging and content security solutions that provide extensible network, application and data protection. Providing unparalleled network visibility, management and control, WatchGuard solutions are easy to set-up, use and manage, which eliminates the challenges of protecting IT assets, giving businesses more control. WatchGuard’s broad portfolio delivers flexibility and deployment options that let you decide who, what, when, why and how to defend your network using Application Control, WebBlocker, Reputation Enabled Defense, spamBlocker, Gateway AntiVirus, Intrusion Prevention Service, and LiveSecurity.

A Technical Support Representative I will provide first level support to WatchGuard’s customers.  TSRIs may be required to provide support for WatchGuard authorized resellers, distributors, internet service providers, end-users, prospects, and internal employees.  Customers within each of these customer groups may have dramatically different levels of technical expertise.  The TSRI must be able to adjust their level of technical communication to that which is most effective for that particular customer. The TSRI must also be capable of effectively and professionally communicating with customers via telephone, email, and web. 

• TSRIs are responsible for providing superior customer service and communication to all customers
• Receive inbound support phone calls, validate entitlement for support and create and process the incident as appropriate for the customer level
• Troubleshoot complicated hardware and software issues
• Perform network analysis and troubleshooting in a live production environment
• Validate customer reported issues and resolve in a professional manner
• Provide appropriate solution or workaround based on analysis of customer reported issue
• On more complex issues that require in-depth research, TSRIs are responsible for coordinating testing with Support Engineering, or as workload permits, conducting such testing on their own
• Follow established department protocols for escalation of issues that, for technical or customer management reasons, cannot be resolved within the confines of standard Support guidelines or resources
• “Embrace the Unknown” - Be able to research and self-learn new concepts and ideas and then impart knowledge with the rest of the Technical Support staff
• Work as needed to fulfill caseload requirements which may include up to 24x7x365 on call duties

• Strong understanding of TCP/IP networking, Windows platforms and PC hardware architecture along with a basic understanding of Windows servers
• Working knowledge of well known ports and protocols and the OSI model
• Strong understanding of WAN protocols such as PPP (including PPPoE), DHCP and working knowledge of routing protocols to include static, RIP, RIPv2, OSPF and BGP
• Familiarity with VPN protocols such as the IPSec suite, Microsoft's PPTP and SSL
• Familiarity with network security concepts to include firewalling, anti-virus, anti-spam, IDS/IPS, and URL blocklisting
• Introduction to familiarity with Unix/Linux platforms

• Previous technical support/customer service experience
• Excellent written, verbal and organizational skills
• Candidate must be fluent in Spanish speaking and written
• Excellent decision making and problem solving capability as well as efficient at multi-tasking in a fast paced, constantly evolving environment
• Must have a passion for the security/networking industry and related technologies
• WatchGuard certification a plus

• High School Diploma or equivalent required
• Bachelor/technical degree or equivalent professional certifications preferred though actual working experience may be used

WatchGuard is on Seattle Business magazine’s list of Washington’s 100 Best Companies to Work For. Based in Seattle, Washington, with offices worldwide; including Canadian HQ in central Mississauga, Ontario; Tustin, CA; Beijing China; Singapore and The Netherlands, our career advancement opportunities, innovation leadership and entrepreneurial culture make WatchGuard a dynamic, rewarding and fun place to work.   WatchGuard employees consist only of those with the desire to grow, learn, express new ideas, and the motivation to succeed as part of a winning team.  In return, WatchGuard offers competitive salaries, a stock option plan, excellent benefits, flexible working conditions, and outstanding opportunities for professional growth.

As an Equal Opportunity Employer, we are committed to a diverse workforce