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
Qualification
You are customer-obsessedYou are resilient and adaptable
Required
You are a problem-solver who is energized by finding solutions to complex technical challenges and delivering high-impact outcomes.
You are customer-obsessed, building deep empathy for enterprise customer needs and anchoring every action in solving real-world issues.
You act like an owner with a strong bias for action, taking full accountability for case resolution and team skill development.
You are a high-trust collaborator who works effectively with engineering partners and mentors peers to elevate team performance.
You are resilient and adaptable, maintaining composure and clear focus when managing high-pressure customer escalations.
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
What Will Make You Stand Out (Preferred Qualifications)
Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
