Support Engineer (6022)

itD Tech

7d•Onsite

About The Position

itD is seeking a Support Engineer to support customers through firewall upgrade planning and execution by providing expert technical assistance and guidance using an automation-based Firewall Upgrade Risk Analysis tool. This role is critical to ensuring customers can confidently assess risk, interpret upgrade recommendations, and successfully complete firewall upgrades, contributing to improved platform stability and customer satisfaction. The ideal candidate brings deep experience with firewall technologies and a proven ability to resolve complex technical issues while delivering an excellent customer experience. Location: On-site - RTP, NC We provide comprehensive medical benefits, a 401(k) plan, paid holidays, and more. Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.

Requirements

Strong hands-on experience supporting firewall platforms, with a focus on company Firepower Threat Defense (FTD)
Experience providing L2/L3 technical support in a customer-facing environment
Solid understanding of firewall upgrade processes, risk assessment, and troubleshooting methodologies
Experience managing and resolving Service Requests (SRs) with clear documentation and customer communication
Ability to understand and explain automation tools conceptually and technically as they relate to firewall upgrades

Nice To Haves

Experience supporting automation or tooling used for infrastructure or security upgrades
Familiarity with cross-functional collaboration involving Engineering, QA, Product, or Documentation teams
Background in network security operations or enterprise firewall environments

Responsibilities

Provide L2/L3 technical support to customers performing firewall upgrades on company Firepower Threat Defense (FTD) platforms
Guide customers in using an automation-based risk assessment tool for firewall upgrade analysis and planning
Troubleshoot tool-related issues and help customers understand outputs, risk indicators, and upgrade recommendations
Act as the primary point of contact for customer Service Requests (SRs), ensuring timely, accurate, and professional communication
Collaborate with internal engineering and development teams to investigate and resolve complex technical issues
Maintain up-to-date knowledge of company FTD upgrade procedures, best practices, and common risk factors
Document troubleshooting processes, known issues, and best practices to enhance internal and customer-facing knowledge bases
Attend regular internal practice community meetings
Collaborate with your itD practice team on industry thought leadership
Complete client case studies and learning material (blogs, media material)
Build out material to contribute to the Digital Transformation practice
Attend internal itD networking events (in person and virtual)
Work with leadership on career fast-track opportunities