Product Support Engineer

Job Summary

A company is looking for a Product Support Engineer to join their Customer Support department.

Key Responsibilities

• Provide end-to-end technical support for products, troubleshooting complex security and networking issues
• Triage problems by gathering technical details, reviewing logs, and isolating root causes
• Drive operational excellence by adhering to SLAs and documenting resolutions to improve team efficiency

Required Qualifications

• U.S. citizenship is required due to the nature of the assigned customer base
• 3+ years of experience in technical support, network support, or a related customer-facing technical role
• Working knowledge of network and web fundamentals, including TCP/IP, DNS, HTTP/S, and TLS/SSL
• Proven experience troubleshooting identity and access flows such as SAML or OIDC in enterprise environments
• Ability to capture and interpret troubleshooting data, such as packet captures and HAR files