Staff Technical Support Engineer – Critical Response Team

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

📋 Description

• Deliver top-tier reactive and proactive technical assistance for high-profile global clients

• Offer specialized onsite support in intricate, mission-critical settings

• Serve as the technical lead during prominent escalations

• Collaborate with Product, Engineering, and QA teams to swiftly resolve issues

• Supply advanced configurations and architectural best practices to ensure long-term platform stability

• Conduct in-depth fault isolation and root cause analysis on complex, multi-vendor networks

• Develop comprehensive Get-Well plans to restore customer service and trust

• Convert intricate technical discoveries into actionable insights for internal stakeholders and customer executives

• Mentor and provide knowledge transfer to junior engineers

• Oversee the implementation of new products, transition from legacy products, and address integrations and critical issues

⛳️ Requirements

• Over 10 years of relevant support experience with enterprise network and security platforms

• Familiarity with Cisco, Checkpoint, Juniper, or Fortinet; experience with Palo Alto Networks platform is highly preferred

• Advanced knowledge of TCP/IP

• In-depth understanding of Routing & Switching, including OSPF, BGP, VLAN, and STP

• Comprehensive knowledge of Security Protocols, such as IPSEC, SSL-VPN, NAT, and GRE

• Capability to maintain composure, strategize, and guide technical direction during high-pressure, customer-facing situations

• Proficiency in independently debugging extensive, complex, and unique networks with diverse media and protocols

• Outstanding verbal and written communication skills

• Ability to clearly articulate technical challenges and solutions to both technical and non-technical audiences

• Willingness to travel on short notice

• Must be eligible to work in the United States

• Employer will not sponsor applicants for work visas for this position

🏝️ Benefits

• Restricted stock units

• Bonus

• Reasonable accommodations for qualified individuals with a disability or special need