Technical Support Engineer

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

📋 Description

• Deliver first-level phone and email support to independently resolve intricate security and network issues.

• Collaborate with the Engineering team to assist customers with testing and troubleshooting efforts.

• Record comprehensive incident-resolution details in the technical support database.

• Contribute to the development of ongoing training programs within the department.

• Provide mentorship to engineers on advanced troubleshooting, debugging, and case management techniques.

• Comprehend product direction and customer use cases effectively.

• Offer insights on product and code modifications throughout the product lifecycle.

⛳️ Requirements

• Basic understanding of AI/ML technologies and experience in utilizing, securing, or promoting AI-driven solutions to enhance outcomes within your area of expertise.

• U.S. citizenship is mandatory.

• Over 3 years of experience in troubleshooting SSL, SAML, HTTP, and TCP/IP protocols.

• Extensive experience in analyzing packet captures and HAR traces.

• In-depth knowledge of web-based security and network infrastructure.

• Familiarity with security proxies, NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and firewalls.

• Experience in managing escalations with enterprise clients and stakeholders.

• Preferred: experience with SWG, sandboxing, PAC files, API, SCIM, and ESXi.

• Preferred: vendor certifications such as CCNP, CompTIA Security+, or equivalent qualifications.

• Preferred: practical experience with AWS, Azure, or GCP.

🏝️ Benefits

• Multiple health plan options.

• Vacation and sick leave time off plans.

• Options for parental leave.

• Retirement plan options.

• Education reimbursement programs.

• In-office perks and amenities.

• Inclusive benefits for employees and their families.

• Reasonable accommodations or adjustments during the recruiting process.