Product Support Engineer
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Job Summary
To support a growing customer success team, the full-time remote Product Support Engineer will provide first-line consultation for complex security and network issues, partner with engineering teams for troubleshooting, and document incident resolutions to enhance customer experience.
Key responsibilities
- Provide first line phone/email consultation to independently debug complex security/network problems
- Document detailed entries for incident resolutions in the technical support database
- Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting and debugging
Required qualifications
- Foundational understanding of AI/ML technologies and experience with AI-driven solutions
- 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
- Detailed working knowledge of web-based security and network infrastructure, including Security Proxies and Firewalls
- Experience handling escalations with enterprise customers and stakeholders
- U.S. citizenship required for this position due to customer assignments
Complete Job Description
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