Senior Product Support Engineer

Role 

We are looking for a Senior Product Support Engineer to join our team. This is a Remote role reporting to the Director, Product Support. As part of our global Customer Success Organization, you will be dedicated to delivering high-impact experiences and identifying innovative solutions for our customers. You will leverage data and research to provide expert, hands-on support, ensuring clients achieve their goals and utilize our technology to its fullest potential.

What you’ll do (Role Expectations)

• Provide second line consultation to independently debug complex security and network problems
• Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems
• Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams
• Develop department training programs and mentor engineers on advanced troubleshooting and case management skills
• Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it and thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as raw material to build something meaningful.
• You own objectives. Your passion for the mission fuels your bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team and embrace our challenge culture by giving and receiving ongoing feedback with clarity and respect.
• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• U.S. citizenship is required for this position due to the nature of the customers assigned to this role
• 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
• Proven experience managing escalations with enterprise customers and stakeholders
• Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
• Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues

What Will Make You Stand Out (Preferred Qualifications)

• Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, and SCIM
• Relevant vendor certifications such as CCNP or CompTIA Security+
• Hands-on experience with public cloud environments including AWS, Azure, or GCP

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