TAC Support Engineer

Key Responsibilities:

Provide L2 support via phone, email, and case portal, ensuring timely resolution within defined SLAs and proper escalation of critical issues.
Provide support for firewall devices, including setup, upgrades, policy configuration, and troubleshooting.
Assist with configuration of NAT, VPNs (IPSec/SSL), firewall rules, routing, and proxy policies.
Analyse traffic logs, system health alerts, and security events using diagnostic tools.
Guide users on best practices for perimeter defence, intrusion prevention, and remote access.
Work with customers to resolve device performance, failover, and HA setup issues.
Contribute internal knowledge base articles and suggest improvements to existing documentation.
Collaborate with L3 engineering, QA, and product teams for unresolved issues and product-level bugs.
Participate in on-call rotations and support coverage for high-priority or after-hours incidents as needed.

Technical Skills Required:

Strong understanding of network protocols: TCP/IP, UDP, DNS, DHCP, VLANs etc
Strong understanding of routing protocols: OSPF, BGP, EIGRP etc
Hands-on experience with WatchGuard Firebox, or comparable UTM/NGFWs (Fortinet, SonicWall, Palo Alto, Checkpoint etc).
IPSuite (TCP/IP), VPN, Routing & Switching (OSPF, BGP, VLAN, VTP, STP, EtherChannel, High Availability, IPSLA), ACL, NAT, DNS, DHCP, Packet Analysis (Wireshark & tcpdump), MFA, IPSec, SSL, Log analysis.
Exposure to Syslog, SNMP, and basic scripting for automation/log parsing.
Proficiency with CRM tools like Salesforce or Zendesk.

Preferred Qualification:

WatchGuard Certified System Professional (WCSP – Firebox) or any firewall certifications.
CompTIA Network+ / Security+
Cisco CCNA Security Qualifications
1 to 3 years of relevant work experience in Network Security product.
BSc, BCA, B. Tech., M. Tech. or MCA or an equivalent degree from a reputed university

Important Notes: