Product Support Engineer

Job Summary

Supporting enterprise customers in a remote capacity, the full-time Product Support Engineer will troubleshoot complex networking and system-related issues, act as a technical advisor, and collaborate with cross-functional teams to ensure maximum customer satisfaction.

Key responsibilities

• Investigate and reproduce issues reported by enterprise customers, involving team members as necessary
• Maintain proactive relationships with customers and address any concerns or technical roadblocks
• Provide regular updates on customer status through reporting and cadence calls

Required qualifications

• 3+ years of experience in a Technical Customer Support Engineer or similar role
• Strong hands-on experience with networking concepts and troubleshooting
• Solid Linux system administration experience
• Deep understanding of networking standards and protocols (e.g., DNS, DHCP, TCP/IP, HTTP)
• Experience supporting SaaS-based products and using networking tools like Wireshark