Escalation Engineer - SDWAN

📋 Description

• Engage with customers on escalated issues; participate in 24x7 support operation and on-call rotation.
• Interface with Engineering; assist customers with testing and troubleshooting.
• Reproduce customer issues to verify problems; provide feedback to Engineering and Operations.
• Document incident resolutions in the technical support database.
• Understand product direction and customer use-cases; provide input across the product cycle.

🎯 Requirements

• Curiosity in AI tools; history of integrating new tech to improve workflows.
• 8+ years as a Support Engineer or Senior Support Engineer in networking or web security.
• Practical knowledge of networking and enterprise security infrastructure.
• Experience troubleshooting network issues; familiarity with Ping, Traceroute, and MTR.
• Hands-on SD-WAN experience; routing (BGP, OSPF), firewall, SSL, SWG, VPN, and VDN.

🎁 Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!