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Global Escalation Engineer

Overview

Pulse Secure is one of Bay Area’s Top Places to Work and is a company built by exceptional people who are focused on learning, collective growth and making their customers successful. 

Pulse Secure provides easy, comprehensive software-driven Secure Access solutions that provide visibility and seamless, protected connectivity between users, devices, things and services. Our suites uniquely integrate cloud, mobile, application and network access to enable hybrid IT in a Zero Trust world. Today, more than 80% of the Fortune 500 and over 20,000 enterprises (and 18M end-points) and service providers across every vertical entrust Pulse Secure to empower their mobile workforce to securely access applications and information in the data center and cloud while ensuring business compliance. 

What We Do  

  • Empower users to seamlessly and securely connect from any place in the world that offers air, water and… Internet!
  • Equip organizations with the right tools to configure access, manage and enforce compliance with a holistic view on network, users and usage.
  • Empower organizations to continue to breathe easy, now with an added sense of invincibility.
  • Work hard so that you can focus on the things you want to! 

Your Impact:

  • Diagnose, troubleshoot and replicate customer issues, research and identify solutions to them.
  • Provide technical guidance and best practices as the subject matter expert in our products.
  • Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies.
  • Ensure proper recording of customer reported problems and maintaining status of problem and problem resolution in case problem report tracking system.
  • Actively participate and proactively document customer questions, issues, resolutions, and specific implementation scenarios in the knowledge database
  • Effectively document and communicate customer questions, issues, and requirements to support management, product management and development.
  • Participate in the technical review process for new product launches.

 

Your Experience:

  • 3-5 years of Enterprise support Experience in Network security/SSL VPN domain 
  • Curious and a self-starter - when you hit an obstacle you research and investigate until you solve it.
  • A strong engineer - you’ve been in our customers’ shoes before and can anticipate their challenges and needs.
  • Highly organized - you can calmly juggle multiple tasks and priorities and keep all the relevant people and systems updated as you go along.
  • A team-player - you’ll need to be able to leverage entire GEC Team and work with other cross-functional teams as needed and keep everyone informed.
  • Comfortable talking and conduct a virtual meeting with customers.
  • Able to communicate complex ideas, concepts and technology.
  • Good network troubleshooting skills with the Fair understanding of TCP/IP, subnetting, routing, VLANs, and protocols including HTTP1/2, DNS, SNMP, FTP.
  • Good knowledge of AAA servers (AD/LDAP/Radius)
  • Knowledge of Security Technologies and Protocols: Firewall, TLS/SSL, Http/Https.
  • Good to have Knowledge of Enterprise Apps and Enterprise Security: SAML/SSO, IPSEC, PKI, traditional overlay VPN technologies.
  • Good to have Knowledge of virtualization and hypervisors: VMware vSphere, MS Hyper-V, KVM.
  • Good to have Knowledge of with cloud computing vendors:  AWS, Azure, Google Cloud.
  • Good to have knowledge of Linux/Unix.
  • Basic to intermediate level knowledge of Load Balancers and WAN Optimization.
  • Great passion for improving customer experience and in delighting customers by helping them meet their desired outcomes, easily.
  • Basic project management skills.
  • Good to have Knowledge of working with JIRA, Salesforce CRM.
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