Senior Product Support Engineer

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

📋 Description

• Offer escalation support for security solutions, including the Zero Trust Security platform.

• Ensure optimal application and network performance, reliability, and security for users.

• Diagnose software issues and collaborate with R&D and PM to prioritize and schedule resolutions.

• Act as a Subject Matter Expert/Technical Lead in communications on behalf of the organization.

• Oversee partner integrations and provide Beta Support.

• Participate in the on-call rotation (~2 occurrences per quarter).

⛳️ Requirements

• Over 8 years of experience in a technical support role.

• Bachelor's degree in Computer Science or equivalent experience.

• More than 8 years of experience as an escalation engineer within L3/L4 support teams for cloud-based solutions.

• Proficient in troubleshooting issues using Wireshark, browser developer tools, Fiddler, and log collectors.

• Familiarity with HTTP/S, TLS/SSL, reverse proxy, and associated web technologies.

• Knowledge of DNS and authentication protocols (SAML, Kerberos, NTLM, OIDC, OAuth2).

• Understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies.

• Comfortable working with Linux systems, shell commands, Python scripting, VMware, AWS, Azure, Linode, Kubernetes, or Docker.

• Must be eligible to obtain a Secret Security Clearance.

🏝️ Benefits

• Healthcare coverage.

• 401K savings plan.

• Company holidays.

• Paid Time Off (PTO) for vacation.

• Sick leave.

• Family-friendly benefits, including parental leave.

• Employee assistance program focusing on mental and financial wellness.