Senior Product Support Engineer

📋 Description

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

🎯 Requirements

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new
• U.S. citizenship is required for this position due to the nature of the customers assigned to this
• 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
• Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network

🎁 Benefits

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