TAC Engineer

Job Responsibilities

Customer-centric, focus on building the company's service brand and industry reputation, providing efficient support to partners and customers.

- Handle calls, emails and tickets from overseas customers, channels and SEs (Latin America, Europe, Southeast Asia, Hong Kong, Macao, etc.); provide consultation, troubleshooting and POC testing for Hillstone full-series products, and close cases in line with SLA.

- Process escalated tickets from South America frontline TAC and coordinate with R&D to resolve customer issues.

- Undertake Hong Kong & Macao hotline duty and handle frontline customer problems.

- Accept service requests from end customers, channels and SEs in Hong Kong, Macao, Southeast Asia, Europe and other regions.

- Compile, review and publish English knowledge base documents.

- Provide remote support for customers.

Job Requirements

- Strong customer service awareness, calm and patient personality, with good pressure resistance.

- Excellent English reading, writing and oral communication skills; Chinese communication proficiency is a plus.

- In-depth understanding of TCP/IP, proficient in routing/switching, stateful inspection, IPSec VPN and other related technologies.

- Familiar with network security products/technologies, including firewall, VPN, antivirus, IDS/IPS/WAF and mainstream attack-defense technologies.

- Experience in well-known network/security manufacturers is preferred.

- Relevant certifications (HCSA, HCSP, CCNP, CCIE, CISP, CISSP, etc.) are preferred.

About Us

Founded in 2006 by NetScreen veterans, Hillstone Networks has been a leading innovator in the cybersecurity space. Recognized as a Visionary in Gartner's Magic Quadrant for Network Firewalls, Hillstone's innovative solutions have evolved to match the rapidly changing threat landscape, including the first AI-driven firewall in 2014, and extending these established capabilities into newer products such as the advanced NDR and XDR platforms. Our patented and innovative security architecture, including one of the first multicore firewall, as well as a fully distributed firewall architecture and twin-mode firewall for redundant data centers, have made Hillstone a trusted partner and industry leader. Trusted by over 28,000 customers across 60+ countries, including over 100 of the Fortune 500 customers, Hillstone Networks brings breadth and depth of defenses from edge to cloud, across any workload, protecting against multilayer and multistage cyberattacks.

For more information, please visit www.hillstonenet.com