About the company
Our partner is looking for a Senior Product Support Engineer based in United States.
Responsibilities
- Provide second-line technical consultation, independently debugging complex security and network problems and guiding customers toward effective resolutions.
- Partner with Engineering teams to test, troubleshoot, and reproduce customer issues, helping validate problems and accelerate resolution.
- Document incident investigations and resolutions in technical databases, maintaining clear knowledge resources for future troubleshooting and support activities.
- Deliver direct, actionable feedback to Engineering and Operations teams based on recurring customer issues, technical findings, and product behavior.
- Develop department training programs focused on advanced troubleshooting and case management, helping raise technical capabilities across the support organization.
- Mentor fellow engineers through knowledge sharing, technical guidance, and coaching on advanced support and troubleshooting practices.
- Analyze customer use cases and provide strategic input on product and code changes throughout the development lifecycle, ensuring customer needs inform ongoing product improvements.
Requirements
- Bring 5+ years of hands-on experience troubleshooting SSL, SAML, HTTP, and TCP/IP technologies in complex technical environments.
- Demonstrate proven experience managing escalations involving enterprise customers and technical or business stakeholders.
- Possess detailed working knowledge of web-based security and network infrastructure, including next-generation firewalls (NGFW), SSL/IPSec VPNs, and SD-WAN.
- Have extensive experience analyzing packet captures and HAR traces to diagnose connectivity, application, and network performance issues.
- Demonstrate curiosity and practical experience exploring AI tools and integrating emerging technologies into daily workflows to improve productivity and problem-solving.
- Be a U.S. citizen, as required for this position due to the nature of the customers assigned to the role.
- Be comfortable working in ambiguity, taking ownership of objectives, and moving effectively between strategic thinking and hands-on technical execution.
- Demonstrate strong problem-solving ability, a growth mindset, and a commitment to continuous learning and improvement.
- Be a high-trust collaborator who communicates clearly, gives and receives constructive feedback, and works effectively across teams.
- Experience with Internet and security technologies such as SWG, sandboxing, PAC files, or SCIM is a plus.
- Relevant vendor certifications such as CCNP or CompTIA Security+ are advantageous.
- Hands-on experience with public cloud environments such as AWS, Azure, or GCP is also desirable.
Conditions
- Base salary range of $108,500–$155,000 USD, excluding applicable commission, bonus, equity, and benefits.
- Various comprehensive health plan options.
- Paid time off plans covering vacation and sick time.
- Parental leave options.
- Retirement savings options.
- Education reimbursement.
- In-office perks and additional employee benefits.
- Remote work arrangement within the United States.
- Opportunity to work on advanced cloud security, networking, and Zero Trust technologies.
- Global Customer Success collaboration with strong exposure to Engineering and Operations.
- Opportunities to mentor other engineers, develop technical training programs, and influence product improvements.
- An environment that emphasizes ownership, collaboration, trust through outcomes, continuous feedback, and professional growth.