Designated Support Engineer III

Overview

Join the Support team as a Designated Support Engineer III, reporting to the Manager, Global Focal Support. Serve as the highest level of technical support within the TAC, resolving complex and critical issues escalated from Level I and Level II support engineers.

What you'll do

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Interface with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
• Create entries in the technical support online database to accurately document incident resolutions not found in the knowledge base.
• Understand product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.

What you'll need

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain.
• 5+ years of support and networking experience, including general firewalls and packet filtering troubleshooting.
• Proficiency using Wireshark, Fiddler, MTR, and traceroute to analyze network and application protocols, isolate faults, diagnose packet loss, and resolve unexpected session resets.
• Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels, combined with leveraging PAC files to optimize network pathing and traffic flow.
• Deep expertise in enterprise authentication, including SAML and Kerberos.
• Deep expertise in application-layer mechanics, including HTTP methods.
• Deep expertise in IPv4/IPv6 routing.
• Deep expertise in DNS administration.

Nice to have

• Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.
• Prior knowledge of Forward Proxy and cloud environments like AWS and Azure.
• Direct experience working in Firewall and VPN/Zero Trust environments.

Details

• Based in Mohali in a hybrid capacity.
• The ATS location line lists Bangalore and Mohali, India.