Principal Support Engineer – Network

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the network subject-matter expert for the support team.

• Evaluate customer firewall rule-bases, network policies, segmentation, and controls.

• Provide prioritized recommendations grounded in real-world best practices.

• Analyze Reach's network findings, distinguishing significant information from noise.

• Resolve integration issues between Reach and third-party network-security solutions.

• Diagnose complex customer issues using packet captures, flow data, device logs, and protocol behavior.

• Prepare clear diagnoses and proposed solutions for the Engineering team.

• Enhance the Sales Engineering team by training them to understand and defend network findings.

• Collaborate with Engineering and QA to report defects, validate fixes, confirm workarounds, and facilitate root-cause analysis.

• Create and maintain runbooks, audit playbooks, and internal documentation.

• Preserve lab or testing capabilities across a range of representative network platforms.

• Manage and resolve escalations, reproduce and test issues, document solutions, and empower the support team.

⛳️ Requirements

• Over 6 years of extensive, hands-on experience in enterprise network security, including firewalls, segmentation, and network traffic analysis.

• Experience in a senior individual-contributor position such as L3 Network Support Engineer, Network Security Engineer, Firewall Engineer, or Security Support Engineer.

• In-depth platform-level expertise with one or more enterprise firewall ecosystems: Palo Alto (PAN-OS), Fortinet FortiGate, Cisco (ASA/Firepower), Check Point, or Juniper.

• Proficient in rule-base design, review, and optimization.

• Strong understanding of TCP/IP and internals of network protocols.

• Ability to analyze packet captures (Wireshark/tcpdump), flow/telemetry data, and device logs to identify root causes.

• Familiarity with network segmentation and micro-segmentation, NAT, routing (BGP/OSPF), VPN (IPsec/SSL), and TLS/SSL inspection.

• Experience with IDS/IPS/NDR, secure web gateways/proxies, DNS security, and SASE/ZTNA architectures.

• Knowledge of cloud network security, including AWS security groups/NACLs, Azure NSGs, GCP firewall rules, VPCs, and connectivity/peering constructs.

• Proven track record of resolving interoperability issues between network-security tools and the overall stack.

• Basic knowledge of Linux system administration.

• Experience in enterprise-scale, multi-site environments and large, diverse network estates.

• Capability to provide clear, prioritized advisory recommendations to customers.

• Excellent written and verbal communication skills.

• Strong time management skills and a sense of urgency in customer-impacting situations.

• Bachelor’s or Master’s degree in Computer Science, Engineering, Networking, or a related technical field, or equivalent practical experience.

🏝️ Benefits

• Competitive salary.

• Equity package.

• Medical, dental, and vision insurance, including options with company-paid employee coverage.

• FSA, HSA, and 401(k) plans.

• Company-paid life insurance and disability coverage, with options to buy up.

• Voluntary benefits including pet insurance, identity theft coverage, and legal services.

• Unlimited PTO and sick time.