Collaborate regularly with our Development team to analyze log files and identify potential root causes and troubleshooting steps.
Improve service reliability through root cause analysis and post mortem / after action.
Write knowledge base articles and technical documentation for our public customer knowledge base, and deliver technical presentations to customers and internal teams.
Test and reproduce customer issues in internal and cloud-based lab environments using network simulation and validation tools.
Maintain accurate, timely case records in our case management system to ensure AppGate delivers top-tier support.
Serve as the escalation point for L2 support engineers, mentoring them and sharing knowledge to raise overall team capability.
Participate in an on-call rotation with our other support engineers.
Required Qualifications
Requires experience in configuring, supporting and managing broad and complex networks including:
IP addressing and subnetting (IPv4 and IPv6), VLANs and network segmentation
DNS and DHCP
Networking fundamentals: TCP, UDP and NAT
Packet capture and analysis with tools such as Wireshark and tcpdump
Routing protocols
VPN technologies: IPsec, SSL/TLS, site-to-site and remote access VPN
Authentication protocols: LDAP, SAML, RADIUS, OIDC, multi-factor authentication (MFA)
Hands-on experience with network security platforms, including next-generation firewalls and intrusion detection and prevention systems (IDS/IPS) from multiple vendors such as Cisco, Check Point, Palo Alto Networks, CrowdStrike and Zscaler.
Functional and personal skills
Excellent verbal and written communication skills with the ability to bridge technical and business stakeholders
At least five years of enterprise technical support or network engineering experience, including two or more years in an escalation (L3) role
A cross-functional team player who can also work independently and adapt quickly to changing situations
Customer-service oriented and able to manage multiple projects at the same time
Passionate about problem solving and have good commercial sense when communicating with customers
Preferred Qualifications
Cloud and virtualization platforms (AWS, Azure, GCP, VMware, OpenStack, Kubernetes)
Experience with Windows, macOS, Linux, iOS and Android.
Background supporting enterprise security or networking products
Experience deploying or supporting ZTNA, secure access service edge (SASE) or SD-WAN architectures
Scripting in Python, Bash or JavaScript for automation and log analysis
Industry certifications such as CCNP, Network+, or a cloud provider certification
Travel
None required as part of the core responsibilities.
AppGate is An Equal Opportunity/Affirmative Action Employer and a federal contractor subject to the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974 as amended, and their corresponding regulations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Further, AppGate is an affirmative action employer committed to taking positive steps to employ, advance in employment and otherwise afford equal employment opportunity to protected veterans and individuals with disabilities. In furtherance of AppGate’s policy regarding affirmative action and equal employment opportunity, AppGate has developed a written affirmative action program. This program is available for review upon request by any applicant or employee during normal business hours by contacting the company’s EEO Coordinator. www.appgate.com/careers
