Senior Technical Support Engineer (Cybersecurity)

Location: North Sydney or Melbourne, Australia; primarily office-based, with travel to customer sites in critical situations.

Company

Cybersecurity company focused on protecting customers' digital environments and providing post-sales support for security products.

What you will do

• Provide post-sales technical support through phone, email, and web channels, including configuration, troubleshooting, and application of standard methodologies.
• Manage support cases from accurate recording and tracking through resolution and follow-up, maintaining customer satisfaction.
• Apply fault isolation and root cause analysis to diagnose complex technical issues, proactively replicate reported problems, and qualify critical issues.
• Write and publish Technical Support Bulletins, knowledge-base articles, training materials, manuals, troubleshooting guides, and other customer-facing documentation.
• Collaborate with Development, Sales, Quality Assurance, and Marketing to address customer needs and feedback.
• Travel to customer sites in critical situations to accelerate issue resolution.

Requirements

• Bachelor's degree and 4 years of experience.
• Demonstrable experience with TCP/IP networking protocols, including their implementation and troubleshooting.
• Ability to independently debug broad, complex, and unprecedented networks using mixed media and protocols.
• Expertise in routing and switching technologies, including OSPF, BGP, VLAN, and STP, with experience configuring and optimizing network infrastructures.
• Experience with security technologies including IPSEC, SSL-VPN, NAT, and GRE.
• Previous experience in a vendor Technical Support Center.
• Strong written and verbal communication skills, including the ability to explain complex technical concepts to technical and non-technical audiences.

Nice to have

• Familiarity with Cisco, Checkpoint, Juniper (NetScreen), and Fortinet products.

Culture & Benefits

• Most teams work from the office full time, with flexibility when needed.
• Work in a collaborative environment focused on cybersecurity, innovation, and customer impact.
• Reasonable accommodations are available for qualified individuals with disabilities or special needs.
• Visa sponsorship is not available for this position.