Technical Support Engineer

📋 Description

• Provide front-line phone and email support to debug complex security and network problems.
• Partner with Engineering to test and troubleshoot with customers; provide product feedback.
• Document detailed incident resolutions in the knowledge base.
• Mentor teammates on advanced troubleshooting and training.
• Analyze customer use-cases to inform product direction.

🎯 Requirements

• Foundational AI/ML knowledge and experience with AI-driven solutions.
• 3+ years troubleshooting SSL, HTTP, TCP/IP, Zero Trust, and Cloud Security.
• Familiarity with MPLS, SD-WAN, and WAN Optimization.
• Working knowledge of Internet and security tech including SWG, Sandboxing, Firewalls, DLP, VPNs.
• Strong ability to read/analyze packet captures: Wireshark, Tshark, tcpdump.

🎁 Benefits

• Comprehensive health plans.
• Paid time off for vacation and sick time.
• Parental leave options.
• Retirement options.
• Education reimbursement.