Key Responsibilities
Expert Troubleshooting & Fault Isolation: Deliver expert-level technical assistance to customers, taking complete ownership of support cases including multi-vendor troubleshooting and fault isolation. Replicate customer network issues and validate configurations in a lab environment to expedite resolution.
AI Optimization & Troubleshooting: Leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root-cause analysis, optimize multi-vendor troubleshooting workflows, and decrease time-to-resolution for complex network security events.
Customer Advocacy & Strategic Support: Act as a designated advocate driving customer success. Understand unique implementations and business objectives to deliver tailored support, including structured weekly reviews, root cause analysis, upgrade planning, release assessments, and QBRs.
Cross-Functional Collaboration: Partner effectively with stakeholders beyond the immediate domain, engaging with cross-functional teams (Account, Sales, Engineering, QA) to address software defects, enhancements, and strategic customer requests.
Knowledge Base & Technical Asset Authoring: Author Technical Support Bulletins and troubleshooting guides to enhance internal and customer-facing resource repositories. Driving technical enablement by conducting screenings and onboarding new hires on technical/soft skills.
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
Qualifications
5+ years of progressive experience in network security or enterprise technical support engineering.
Education: BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
Advanced Network Analysis & OSI Debugging: Deep understanding of packet flow across multiple OSI layers, along with advanced knowledge of networking operations (TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT).
Diagnostic Tool Expertise: High proficiency with advanced network troubleshooting tools (e.g., Wireshark, tcpdump, GNS3).
Authentication Integration: Strong grasp of enterprise authentication and directory protocols (LDAP, TACACS+, Radius).
Stakeholder Communication: Excellent written and verbal communication skills; proven track record of clearly articulating technical issues to both technical and non-technical audiences, explaining technical impact in crisp business terms to executive and C-level stakeholders.
