Technical Support Engineer

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

📋 Description

• Address service challenges that impact customer satisfaction.

• Assist, uphold, and enhance the customer experience.

• Resolve or escalate incidents, problems, and service requests in accordance with established protocols.

• Monitor and pursue incidents to resolution, adhering to service level agreements and quality benchmarks.

• Operate as a technical support engineer for NetFoundry’s zero trust Network as a Service (NaaS) platform.

• Conduct network operational support and remediation tasks.

• Thrive in a dynamic, high-performance startup atmosphere as part of a globally distributed team.

⛳️ Requirements

• A bachelor's degree in Engineering or Computer Science is preferred.

• 0-2 years of experience in Network Operations and Troubleshooting.

• 0-2 years of experience in configuring or administering software-defined networks, cloud networking, security products, and cloud-native security solutions.

• Understanding of software-defined networking concepts, solution design, deployment, and troubleshooting.

• Familiarity with firewalls, access control lists (ACLs), and cloud network security in AWS, Azure, GCP, etc.

• Working knowledge of AWS, Azure, or GCP, including VMs, VPCs, network gateways, and storage.

• Willingness to work in a 24/7/365 environment with rotating shifts (APAC, EMEA, US).

• Strong verbal and written communication skills, complemented by excellent presentation abilities.

• Candidates with certifications in Azure, AWS, GCP, or in SDN, Python, Ansible, or Terraform are preferred.

• Knowledge of AI and the ability to utilize AI tools such as Claude.

• Ideal candidates will have robust software-defined networking and cloud security experience from SD-WAN or cloud-based security solution providers.

• Proficiency in scripting languages like Python, Ansible, and familiarity with tools like Jenkins and Terraform will be advantageous.

• Solid understanding of Incident Management, Change Management, and Problem Management processes.

• Experience collaborating in a globally distributed team.

🏝️ Benefits

• Fully remote with flexible working hours.

• Employer-funded comprehensive health benefits, including parental coverage, along with enhanced well-being benefits.

• Employer-sponsored Life & AD&D coverage.

• Paid holidays.

• Unlimited Paid Time Off (PTO).

• Technology stipend.

• Electronics allowance.

• SWAG allowance.

• Budget for learning and development.