Technical Support Engineer

About the role

The Technical Support Engineer will provide first line phone/email consultation to independently debug complex security/network problems, partner with Engineering, document detailed entries for incident resolutions, develop ongoing training programs, and mentor other engineers.

Responsibilities

• Provide first line phone/email consultation to independently debug complex security/network problems
• Partner with Engineering and assist customers with testing or troubleshooting
• Document detailed entries for incident resolutions in the technical support database to ensure solutions are actionable for customers and the internal team
• Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills
• Understand product direction and customer use cases to provide input on product and code changes through all points of the product cycle

Requirements

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• U.S. citizenship required for this position due to the nature of the customers assigned to this role
• 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with extensive experience analyzing packet captures and HAR traces to resolve connectivity, application, and network performance issues
• Detailed working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls
• Experience handling escalations with enterprise customers and stakeholders

Qualifications

• Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi
• Vendor certification such as CCNP, CompTIA Security+, or equivalent
• Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP)