Product Support Engineer

About Our Client

The organization operates within the cybersecurity industry, focusing specifically on protecting cyber-physical systems that support critical infrastructure globally. It provides an AI-powered platform that delivers comprehensive visibility and protection through solutions including asset inventory, exposure management, network protection, secure access, and threat detection. Serving hundreds of organizations at thousands of sites worldwide, the program addresses challenges of operational risk, integrity, and compliance across cloud and on-premise environments.

About the Opportunity

The Product Support Engineer plays a vital role in supporting enterprise customers who depend on the platform to safeguard their essential environments. This position involves independently troubleshooting complex networking and system issues across various environments and serving as a trusted technical advisor. The role requires collaboration with multiple internal teams to ensure customers maximize the platform's value and maintain high satisfaction.

Responsibilities

• Investigate and reproduce customer issues independently, engaging team members as needed
• Communicate effectively and develop strategic relationships with customers
• Maintain strong relationships with enterprise support customers, product management, and account teams
• Analyze and resolve complex, high-impact customer problems
• Proactively identify and resolve customer satisfaction concerns and technical roadblocks
• Escalate critical support cases to management when necessary
• Take initiative to identify and complete additional tasks
• Provide regular reporting and updates on customer status

Requirements

• Minimum of 3 years in a technical customer support or similar customer-facing technical role
• Strong hands-on networking knowledge and troubleshooting skills
• Proficient in Linux system administration and troubleshooting
• Solid understanding of networking protocols including DNS, DHCP, TCP/IP, and HTTP
• Experience with networking tools such as Wireshark
• Background supporting SaaS products
• Strong analytical and problem-solving abilities in complex technical scenarios
• Excellent written and verbal communication skills
• Customer-focused, motivated, and collaborative team player

Required Skills

• Experience with databases and virtualization
• Background in operational technology
• Cybersecurity experience

Pay

The expected base salary range for this role is between $95,000 - $105,000, determined by skills, qualifications, and experience. This range covers base salary only and excludes variable compensation such as equity or bonuses.