Core Positioning

This is a technical support role specializing in Sangfor's security, cloud computing, and infrastructure products. The core objective extends beyond troubleshooting to ensuring customer business availability, maximizing product value, and delivering a superior service experience.

Key Responsibilities

1. Problem Resolution & Business Assurance

• Resolve technical issues with customers promptly, effectively, and in accordance with standard procedures.
• Ensure the continued availability and stability of customer business operations.

2. Customer Relationship & Experience Management

• Take end-to-end ownership of the issue resolution process, including internal coordination, resource mobilization, and progress communication.
• Manage customer expectations through transparent and professional communication to guarantee service satisfaction.

3. Risk Prevention & Value Maximization

• Proactively identify potential risks and suboptimal configurations within customer platforms, providing optimization recommendations.
• Help customers fully leverage product capabilities to achieve business goals and mitigate risks before they impact operations.

Skills

Qualifications and Skills

I. Technical Expertise

• In-depth understanding and knowledge of networks, cloud, and infrastructure.
• Network Fundamentals: In-depth knowledge of TCP/IP protocols and network switching technologies, such as DHCP, HTTP, DNS, and other protocols. CCNA/CCNP/CCIE certifications preferred.
• Familiarity with Linux and the ability to use Linux commands. RHCE/EHCA certifications preferred.
• Familiarity with the operating principles of servers, HDDs, SSDs, RAID cards, network cards, and other components, as well as the corresponding testing tools.
• Familiarity with network architectures such as TCP/IP, VXLAN, and OSPF, with experience and a clear understanding of network troubleshooting.
• Experience operating network security and cloud products preferred.
• Domain Knowledge: Practical experience or in-depth understanding of core network security and/or cloud computing technologies. A passion for continuous technical learning is essential.

II. Professional & Soft Skills

Communication Skills:

• Written: Ability to compose clear, professional emails and solution guides. Can explain complex issues in non-technical language (supplemented with simple technical explanations) to provide customers with actionable steps and clear visibility.

Risk Awareness & Driving Ability:

• Ability to identify potential risks (technical, timeline, customer sentiment) and assess problem severity based on resolution time, number of remote sessions, and customer expectations.
• Capable of effectively escalating issues, synchronizing with back-end teams and management, and leveraging internal resources to drive problems to resolution.

Collaboration & Knowledge Sharing:

• Can clearly articulate problem context, analysis performed, and specific challenges when engaging L3 support.