Network Engineer – Tier 3

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Take ownership of intricate customer issues until resolution, ensuring AppGate ZTNA deployments are restored to service and providing guidance on optimal configuration practices.

• Oversee software deployment within customer settings and troubleshoot remote product installations.

• Work collaboratively with Development to examine log files and pinpoint potential root causes and troubleshooting actions.

• Enhance service reliability via root cause analysis and post-mortem/after-action reviews.

• Create knowledge base articles and technical documentation for the public customer knowledge repository.

• Present technical information to customers and internal teams effectively.

• Test and replicate customer issues in both internal and cloud-based lab settings using network simulation and validation tools.

• Keep precise and timely case records in the case management system.

• Act as the escalation point for L2 support engineers, providing mentorship and sharing expertise.

• Engage in an on-call rotation.

⛳️ Requirements

• Proven experience in configuring, supporting, and managing extensive and complex networks.

• Solid understanding of IP addressing and subnetting (IPv4 and IPv6), VLANs, and network segmentation.

• Familiarity with DNS and DHCP.

• Knowledge of TCP, UDP, and NAT networking principles.

• Proficient in packet capture and analysis using tools like Wireshark and tcpdump.

• Understanding of routing protocols.

• Experience with VPN technologies, including IPsec, SSL/TLS, site-to-site, and remote access VPN.

• Knowledge of authentication protocols such as LDAP, SAML, RADIUS, OIDC, and MFA.

• Hands-on experience with network security platforms, including next-generation firewalls and IDS/IPS from various vendors like Cisco, Check Point, Palo Alto Networks, CrowdStrike, and Zscaler.

• Exceptional verbal and written communication abilities.

• Minimum of five years in enterprise technical support or network engineering roles.

• At least two years in an escalation (L3) position.

• Capacity to work cross-functionally and independently while adapting quickly to evolving situations.

• Customer-service mindset with the ability to juggle multiple projects at once.

• Strong problem-solving skills and sound commercial judgment when interacting with customers.

• Preferred: experience with AWS, Azure, GCP, VMware, OpenStack, and Kubernetes.

• Preferred: familiarity with Windows, macOS, Linux, iOS, and Android.

• Preferred: experience supporting enterprise security or networking products.

• Preferred: experience in deploying or supporting ZTNA, SASE, or SD-WAN architectures.

• Preferred: scripting skills in Python, Bash, or JavaScript for automation and log analysis.

• Preferred: industry certifications such as CCNP, Network+, or a cloud provider certification.

🏝️ Benefits

• Flexible remote work arrangement.

• No travel is required as part of the primary responsibilities.