Senior Product Support Engineer

Job Summary

Working remotely, the full-time Senior Product Support Engineer will provide expert consultation to troubleshoot complex security and network issues, partner with engineering teams for problem verification, and develop training programs while ensuring clients maximize their use of technology.

Key responsibilities

• Provide second line consultation to independently debug complex security and network problems
• Document incident resolutions in technical databases and offer feedback to Engineering and Operations teams
• Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle

Required qualifications

• 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
• Proven experience managing escalations with enterprise customers and stakeholders
• Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
• Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues
• Demonstrated curiosity and active exploration of AI tools