Lead the end-to-end resolution of complex customer problems related to deployment, integration, optimization, and upgrades of Aviatrix solutions.
Provide hands-on, production-level support, including live troubleshooting sessions, packet analysis, and root cause analysis (RCA) for critical customer incidents.
Act as the first line of defense for high-priority and escalated cases, coordinating with Engineering and Solution Engineering teams to ensure timely resolution.
Proactively identify, document, and report product defects, and advocate on behalf of customers to drive product quality improvements.
Collaborate closely with Senior Engineering and Support Leads on customer-reported bugs, reproduction steps, and validation of fixes.
Develop and maintain knowledge base articles, troubleshooting guides, best practices, and internal runbooks for complex scenarios.
Provide technical feedback to leadership on recurring issues, customer pain points, and recommended improvements to product and support processes.
QUALIFICATIONS
8+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.
Strong understanding of networking fundamentals, including
Routing and switching
BGP, OSPF
TCP/IP, DNS, NAT
IPsec VPN, SSL VPN
Network troubleshooting and packet flow analysis
Hands-on experience with cloud networking architectures across
Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)
Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)
Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)
Strong experience in configuring, testing, and troubleshooting network and security products, such as:
Cisco ISR / ASA
Palo Alto, Check Point, Fortinet
Juniper, Meraki
Riverbed, Barracuda, SonicWall, Aruba, Sophos
Solid understanding of virtualization, Linux internals, and infrastructure software.
Experience with Python, shell scripting, and automation, including log analysis and troubleshooting automation.
Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus.
Ability to analyze logs, metrics, and traces to diagnose complex distributed system issues.
Strong communication skills to explain complex technical issues clearly to customers and internal stakeholders.
Ability to multi-task, prioritize, and work effectively in a fast-paced, customer-driven environment.
Bachelor’s or Master’s degree in Computer Science, Engineering, Mathematics, or equivalent practical experience.
IF BASE SALARY AND TARGET BONUS (US)
The Dallas based annual base salary range for this full-time position is $131,300 - $154,500 + benefits + 401(k) match + equity and is bonus eligible. The pay range is determined by the role, work location, job-related skills, level, experience and relevant education. The range displayed is applicable only for new hires for the listed position located in the US. Your Talent Advisor can share more details regarding salary ranges, benefits, and equity for your location during the hiring process.
BENEFITS
US: We cover 100% of employee premiums and 88% of dependent(s) premiums for medical, dental and vision coverage, 401(k) match, short and long-term disability, life/AD&D insurance, $1,000/year education reimbursement, and a flexible vacation policy.
Outside the US: We offer a comprehensive benefits package which, (subject to regional variations) could include pension, private medical for you and dependents, generous holiday allowance, life assurance, long-term disability, annual wellbeing stipend
Your total compensation package will be based on job-related knowledge, education, certifications and location, per our aligned ranges.
About Aviatrix
Aviatrix® is the cloud network security company trusted by more than 500 of the world’s leading enterprises. As cloud infrastructures become more complex and costly, the Aviatrix Cloud Network Security platform gives companies back the power, control, security, and simplicity they need to modernize their cloud strategies. Aviatrix is the only secure networking solution built specifically for the cloud, that ensures companies are ready for AI and what’s next. Combined with the Aviatrix Certified Engineer (ACE) Program, the industry’s leading secure multicloud networking certification, Aviatrix unifies cloud, networking, and security teams and unlocks greater potential across any cloud.
WE WANT TO INCLUDE YOU
We embrace the fact that not everyone’s journey took the same route or started at the same place. If your experience doesn’t quite meet the requirements but the opportunity excites you and you believe you could be great, don’t let that hold you back from applying. Tell us what you CAN bring and what makes you special.
Aviatrix is a community where everyone's career can grow and we want to help you achieve your goals and be “your best YOU,” however that looks. If you're seeking an opportunity where you can be excited to start work every morning with enthusiastic people, make a real difference and be part of something amazing then let’s talk. We want to get to know you and how we could grow together.
Aviatrix, Inc. is an equal opportunity employer and does not make hiring decisions based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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