Senior Product Support Engineer

📋 Description

• Provide second-line technical consultation, independently debugging complex security and network
• Partner with Engineering teams to test, troubleshoot, and reproduce customer issues, helping
• Document incident investigations and resolutions in technical databases, maintaining clear
• Deliver direct, actionable feedback to Engineering and Operations teams based on recurring customer
• Develop department training programs focused on advanced troubleshooting and case management
• Mentor fellow engineers through knowledge sharing, technical guidance, and coaching on advanced

🎯 Requirements

• Bring 5+ years of hands-on experience troubleshooting SSL, SAML, HTTP, and TCP/IP technologies in
• Demonstrate proven experience managing escalations involving enterprise customers and technical or
• Possess detailed working knowledge of web-based security and network infrastructure, including
• Have extensive experience analyzing packet captures and HAR traces to diagnose connectivity
• Demonstrate curiosity and practical experience exploring AI tools and integrating emerging
• Be a U.S. citizen, as required for this position due to the nature of the customers assigned to the

🎁 Benefits

• Base salary range of $108,500–$155,000 USD, excluding applicable commission, bonus, equity, and
• Various comprehensive health plan options.
• Paid time off plans covering vacation and sick time.
• Parental leave options.
• Retirement savings options.
• Education reimbursement.