This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Support Engineer based in United States.
This is a senior technical support role focused on solving complex security and networking challenges for enterprise customers. You will provide expert second-line consultation, independently diagnosing sophisticated issues and partnering closely with Engineering to reproduce and resolve problems. The role combines hands-on troubleshooting with customer advocacy, technical documentation, and continuous improvement. You will also help strengthen the wider support organization by mentoring engineers and developing advanced troubleshooting and case-management training. Working within a global Customer Success environment, you will use data, research, and deep technical knowledge to identify innovative solutions and influence product improvements. This is an opportunity to make a direct impact on customer outcomes while contributing to the evolution of secure, cloud-based networking technologies.
Accountabilities:
- Provide second-line technical consultation, independently debugging complex security and network problems and guiding customers toward effective resolutions.
- Partner with Engineering teams to test, troubleshoot, and reproduce customer issues, helping validate problems and accelerate resolution.
- Document incident investigations and resolutions in technical databases, maintaining clear knowledge resources for future troubleshooting and support activities.
- Deliver direct, actionable feedback to Engineering and Operations teams based on recurring customer issues, technical findings, and product behavior.
- Develop department training programs focused on advanced troubleshooting and case management, helping raise technical capabilities across the support organization.
- Mentor fellow engineers through knowledge sharing, technical guidance, and coaching on advanced support and troubleshooting practices.
- Analyze customer use cases and provide strategic input on product and code changes throughout the development lifecycle, ensuring customer needs inform ongoing product improvements.
Requirements:
- Bring 5+ years of hands-on experience troubleshooting SSL, SAML, HTTP, and TCP/IP technologies in complex technical environments.
- Demonstrate proven experience managing escalations involving enterprise customers and technical or business stakeholders.
- Possess detailed working knowledge of web-based security and network infrastructure, including next-generation firewalls (NGFW), SSL/IPSec VPNs, and SD-WAN.
- Have extensive experience analyzing packet captures and HAR traces to diagnose connectivity, application, and network performance issues.
- Demonstrate curiosity and practical experience exploring AI tools and integrating emerging technologies into daily workflows to improve productivity and problem-solving.
- Be a U.S. citizen, as required for this position due to the nature of the customers assigned to the role.
- Be comfortable working in ambiguity, taking ownership of objectives, and moving effectively between strategic thinking and hands-on technical execution.
- Demonstrate strong problem-solving ability, a growth mindset, and a commitment to continuous learning and improvement.
- Be a high-trust collaborator who communicates clearly, gives and receives constructive feedback, and works effectively across teams.
- Experience with Internet and security technologies such as SWG, sandboxing, PAC files, or SCIM is a plus.
- Relevant vendor certifications such as CCNP or CompTIA Security+ are advantageous.
- Hands-on experience with public cloud environments such as AWS, Azure, or GCP is also desirable.
Benefits:
- Base salary range of $108,500–$155,000 USD, excluding applicable commission, bonus, equity, and benefits.
- Various comprehensive health plan options.
- Paid time off plans covering vacation and sick time.
- Parental leave options.
- Retirement savings options.
- Education reimbursement.
- In-office perks and additional employee benefits.
- Remote work arrangement within the United States.
- Opportunity to work on advanced cloud security, networking, and Zero Trust technologies.
- Global Customer Success collaboration with strong exposure to Engineering and Operations.
- Opportunities to mentor other engineers, develop technical training programs, and influence product improvements.
- An environment that emphasizes ownership, collaboration, trust through outcomes, continuous feedback, and professional growth.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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