Senior Network Security Support Engineer

Iron Systems Inc. is an innovative, customer-focused provider of customized network infrastructure products such as network servers, storage and appliances. Designed to provide a unique approach to support medium to large-scale deployment of mission-critical IT infrastructures, our products achieve proven advantage in the areas of open standards, thermal efficiency, high performance, remote management, price/performance and total cost of ownership.

The Network Security Support Engineer will provide technical support to our nAppliance (Fully owned subsidary of Iron Systems Inc.) customers and will help the engineering team developing the future products. This position is critical and the perfect candidate will be capable of multi-tasking between providing hands-on support as well as developing the support processes necessary to allow the company to scale in both size and product diversity and complexity. We are a young and vibrant company with a startup mentality so interested applicants will need to approach this position with the attitude that they want to help build the company.

• Troubleshoot and solve complex network security problems  
• Setup and manage technical support lab for replication of customer issues  
• Provide telephone, email and web-based technical support to nAppliance customers and partners. Responsible for managing support cases in the trouble ticketing system, and following up with customers to resolve tickets.  
• Define and implement systems and practices to create a scalable support process including writing knowledge base articles and implementing customer self-support systems.  
• Assist Product Engineering team with special projects

• Enterprise Application Firewall: Proficient in Microsoft ISA 2006 and Microsoft Threat Management Gateway 2010 application firewalls or equivalent enterprise application firewall products such as Check Point, Juniper Net screen  
• Enterprise SSL VPN: Knowledge of SSL VPN technologies and customization, Microsoft IAG 2007 or Microsoft Unified Access Gateway 2010 experience desired  
• Identity Management: Knowledge of Microsoft Forefront Identity Management 2010 is desired. Hands on experience with one time password solutions like RSA SecureID, Gemalto etc. preferred  
• Microsoft Expertise: Strong hands-on knowledge of Microsoft Windows technologies including Exchange, SharePoint, Active Directory, Hyper-V, IIS, Windows Networking and Windows Security Infrastructures  
• Security Solutions: Knowledge and experience using multi-vendor enterprise network and security products, including IDS/IPS, firewalls, VPNs, routers, managed switches and Secure Messaging.  
• Security Solution Deployment: Real-world experience in the areas of network security and ability to define enterprise-wide network security strategies and procedures  
• Knowledge of programing languages such as ASP, ASP.Net, Visual Basic, HTML and Javascript  
• Linux familiarity a plus

• Organization Skills: Carrier oriented, self-starter, highly motivated, team player with focus on delivery and customer service, ability to think strategically, and maintain a high standard of conduct and professionalism
• Communication Skills: Excellent English written communication skills. Clear, understandable English phone skills and a service-oriented attitude; ability to deal with both business and technical users.
• Service Industry Experience: Proven management and leadership experience implementing customer service processes for technical support.
• Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on-call, weekend duty, multitask and resilient.

• IT Industry Experience: 5+ years of Microsoft IT Infrastructure Solutions
• Help Desk: 3+ years of experience working in a technical team
• Network Security: 2+ years of experience in implementing Enterprise class security solution

• At least College Degree in IT from a leading institute
• Microsoft MCSE Certification required
• Microsoft ISA Certification, any Tier-1 Security vendor product certification desired
• Industry leading SSL VPN product certification desired
• Cisco certification a plus
• Industry Certifications