Senior Product Support Engineer - Federal

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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, HTTP, and TCP/IP.
• Experience with network transformation technologies such as MPLS, SD-WAN, or WAN Optimization.
• The ability to read packet captures.
• Hands-on experience on at least one public cloud (AWS/Azure/GCP).

Responsibilities:

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Partner with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations team.
• Create entries in the technical support online database to document incident resolutions.
• Develop ongoing training programs for the department and mentor other engineers.
• Understand product direction and customer use-cases, providing input on product and code changes.