Technical Support Representative

Key Responsibilities

• Provide first- and second-level technical support for Guardicore (Akamai Guardicore Segmentation) solutions.
• Troubleshoot and resolve customer issues related to Guardicore Centra and Guardicore Agent.
• Analyze network traffic, security policies, and access controls to identify root causes of problems.
• Assist customers with implementation, configuration, and optimization of micro-segmentation and zero trust environments.
• Escalate complex issues to internal engineering teams or Guardicore development teams when necessary.
• Document incidents, solutions, and best practices in the ticketing system to maintain knowledge base accuracy.
• Collaborate with cross-functional teams to ensure timely resolution of customer incidents.
• Support customers in maintaining compliance, security, and performance of their micro-segmented environments.