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Senior Technical Support Engineer

Support EngineerSupport EngineerFull TimeRemoteTeam 5,001-10,000Since 2008H1B SponsorCompany Site LinkedIn

Location

United States

Posted

31 days ago

Salary

$105K - $150K / year

5 yrs expEnglishTcp/ip

Job Description

• Provide second line consultation to independently debug complex security and network problems via phone and email • 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

Job Requirements

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.