SonicWall delivers Boundless Cybersecurity for the hyper-distributed era in a work reality where everyone is remote, mobile and unsecure. SonicWall safeguards organizations mobilizing for their new business normal with seamless protection that stops the most evasive cyberattacks across boundless exposure points and increasingly remote, mobile and cloud-enabled workforces. By knowing the unknown, providing real-time visibility and enabling breakthrough economics, SonicWall closes the cybersecurity business gap for enterprises, governments and SMBs worldwide. For more information, visit or follow us on Twitter, LinkedIn, Facebook and Instagram.

Ready to do your part in the cyber arms race? SonicWall offers fun, high-energy work environments at the leading edge of technology, networking and cybersecurity. Whether you’re in sales, marketing, engineering, product management, technical support or finance, you’ll have real opportunities to help protect more than 500,000 organizations across the globe. If you’re ready for a career that can impact change — and not just another job — join one of committed and enthusiastic SonicWall teams in offices around the world.

Location: Ottawa, Canada

Primary Responsibilities:

  • Must be able to speak English and French fluently.
  • Phone support for technically complex customer reported issues related to SonicWall’s Next-Generation Firewalls.
  • Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams as needed
  • Case management: Document and effectively provide SLA updates for troubleshooting and updating technical issues for the duration of customer technical issues.
  • Setup the test environments as necessary for the replication of customer reported issues and provide the documentation on these setups to the Level 3 support teams.
  • Ensure that the work performed meets the performance and quality within acceptable business standard performance measurements and meets the customer commitments while working with the Level 3 Technical Support team members as needed

Technical Skills:

  • Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
  • Solid understanding of TCP/IP, IGMP, and Routing (Layer 2 & 3 communication)

Minimum Requirements:

  • Must be able to speak English and French fluently.
  • 2-4 years of relevant experience or equivalent combination of education and work experience
  • 2+ years in dealing with standard security practices
  • 2+ years of experience in Internet security products involving any of the technologies like Stateful Firewalls, VPN's, PKI, Anti-Virus, IPS, SSL and other security products
  • 2+ years of experience in supporting the products related to Network Security
  • An advanced understanding of LAN & WAN Network topologies, strong knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing
  • Advanced knowledge of managed switches, VLANs and switching protocols
  • Experience with the implementation, configuration and management of network security products (Firewalls, IPS, VPNs including IPSEC and SSL)
  • Knowledge of Internet devices like Routers, Load Balancers, Application Proxies, etc., is required.
  • Experience in Security Engineering in heterogeneous environments involving both Windows Networks including Active Directory, Radius, Digital Certificates and various versions of Linux
  • Ability to work independently as well as in a team setting with strong trouble shooting and diagnostic skills applicable for medium to enterprise networks
  • Candidate must have a strong customer orientation and should possess an excellent work ethic


  • Experience with installation, configuration, and management of network security products (Firewalls, IPS, VPNs)
  • Professional certifications from Cisco, Microsoft, SonicWALL, ICS2, etc.
  • Advanced skills and hands on experience on packet analyzer’s tools such as Wireshark, Network Miner, TCP Dump etc..
  • Experience with routing protocols: RIP, OSPF and BGP

SonicWall provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.




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