Technical Support Engineer

Overview

Provide technical support for enterprise customers by troubleshooting complex security, networking, connectivity, application, and performance issues.

What you'll do

• Provide first-line phone and email consultation.
• Debug complex security and network problems independently.
• Partner with Engineering on customer testing and troubleshooting.
• Document incident resolutions in the technical support database.
• Develop department training programs.
• Mentor engineers on advanced troubleshooting, debugging, and case management.
• Provide input on product and code changes throughout the product cycle.

What you'll need

• At least 3 years troubleshooting SSL, SAML, HTTP, and TCP/IP.
• Extensive experience analyzing packet captures and HAR traces.
• Working knowledge of web-based security and network infrastructure.
• Knowledge of security proxies, NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and firewalls.
• Experience handling enterprise customer and stakeholder escalations.
• Foundational understanding of AI/ML technologies.
• U.S. citizenship.

Nice to have

• Internet and security technology experience including SWG, sandboxing, PAC files, API, SCIM, or ESXi.
• Vendor certification such as CCNP or CompTIA Security+.
• Hands-on experience with AWS, Azure, or GCP.

Details

• Remote role in the United States.
• Full-time position.
• Base salary: $104,000–$130,000 USD yearly.