Network Support Engineer TAC (Firewall & SASE)

L1 TAC Engineer Network Security (SASE/Firewall) Primary Skills Excellent communication skillsNetworking & Protocols: TCP/IP, OSI Model, Routing & Switching, Network TroubleshootingSecurity Architecture: Next-Gen Firewalls (NGFW), Proxies, SSL/IPSec VPN, SSO, Identity & Access ManagementThreat & Data Management: DLP, Encryption Gateways, Vulnerability Management, IDS/IPSTools & Analysis: Wireshark, tcpdump, HAR Captures, Netstat, TracerouteGlobal Operations: International Technical Support, Cross-Functional CommunicationCredentials: CCNA Certified Education Bachelor's degree in Computer Science, Engineering, or equivalent demonstrated skill / related industry experience. Experience Minimum 3+ years in a TAC environment, ideally within Firewall and SASE domains. Roles & Responsibilities (L1 Engineer) Work effectively in a highly dynamic TAC environment with a strong focus on customer satisfaction; identify problems quickly and deliver a remarkable customer experienceCheck and clear the case queue before the end of each shiftSupport customers on Netskope products and servicesUpdate ZD (Zendesk) with case updates and set SLAs accordinglyManage caseloads and backlog in a timely manner, driving cases to closureTake ownership of problem resolution, reproduction, and escalationEscalate cases to the L2 team when needed, with proper documentation .