Job Summary:
We are looking for a highly motivated and customer-focused Customer Support & Professional Services Engineer with strong expertise in Firewall, cybersecurity, and network infrastructure. In this role, you will be responsible for deploying, integrating, and supporting Vehere’s AI-powered network security solutions across enterprise environments. You will work closely with customer SOC teams, network engineers, and internal product teams to ensure successful implementation, optimal performance, and rapid issue resolution.
Key Roles and Responsibilities:
- Deliver end-to-end deployment and professional services for Vehere firewall solutions, including installation, configuration, integration, and optimization.
- Provide Level 1/Level 2 technical support to enterprise customers, ensuring timely resolution and excellent customer experience.
- Monitor firewall logs, security events, and traffic patterns to identify suspicious activities, security threats, performance bottlenecks, and policy violations.
- Perform firewall health checks, firmware upgrades, patch management, and security hardening activities to ensure optimal device performance and compliance.
- Collaborate with SOC, Network, and Security teams to investigate security alerts, support incident response activities, and strengthen network security posture.
- Troubleshoot complex firewall and network security issues by analyzing traffic flows, packet captures (PCAP), routing configurations, and firewall logs, escalating cases to Engineering when required.
- Conduct Root Cause Analysis (RCA) for security incidents, network outages, and firewall-related service disruptions, providing actionable recommendations and preventive measures.
- Support firewall migration, rule-base review, policy optimization, and change management activities while minimizing business impact and ensuring compliance with security standards.
- Apply strong knowledge of networking concepts including TCP/IP, Routing, Switching, DNS, DHCP, VLANs, and cybersecurity principles to support secure and resilient network environments.
- Work with leading firewall technologies and security features such as Next-Generation Firewalls (NGFW), Intrusion Prevention Systems (IPS), URL Filtering, Application Control, Anti-Malware, and Threat Intelligence integrations.
- Adhere to high-quality work standards.
- Responsible for maintaining Confidentiality, Integrity and Availability of Vehere’s information assets including business critical information
Skills and Experience:
- Bachelor’s degree in Computer Science, Information Security, Electronics, or related field (or equivalent experience).
- 5+ years of experience in Firewall Support, Network Security, Technical Support, or Professional Services.
- Hands-on experience with enterprise firewall technologies and network security solutions.
- Strong troubleshooting skills involving routing, switching, VPNs, NAT, packet capture analysis, and security event investigation.
- Familiarity with Linux systems and command-line troubleshooting is desirable.
- Working knowledge of SIEM, SOC operations, and incident response processes is an advantage.
- Excellent verbal and written communication skills with strong customer-facing abilities.
- Relevant certifications such as CCNA, CCNP Security, CEH, NSE, PCNSE, or equivalent are preferred
