Senior Product Support Engineer
Core
Provide second-line consultation to debug complex security and network problems, partner with engineering on troubleshooting, and analyze customer use-cases to provide strategic input on product changes.
Role type
Senior Product Support Engineer (Security/Network)
Builds
Customer success experiences and feedback loops for the Zero Trust Exchange platform
Domain
Cybersecurity, Cloud Security, Network Infrastructure
Deliverable
client delivery
Required skills
SSL, SAML, HTTP, TCP/IP troubleshooting, packet capture analysis, HAR trace analysis, enterprise stakeholder management, NGFW, SSL/IPSec VPNs, SD-WAN
Preferred skills
SWG, Sandboxing, PAC files, SCIM, public cloud environments (AWS, Azure, GCP)
Technologies
NGFW, SSL/IPSec VPNs, SD-WAN, AWS, Azure, GCP
Responsibilities
Independently debug complex security and network problems; Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues; Document incident resolutions and provide feedback to Engineering and Operations; Develop department training programs and mentor engineers; Analyze customer use-cases to provide strategic input on product and code changes
Seniority
Senior, hands-on IC