Senior Product Support Engineer
J
JobgetherCloud Security
Based in United StatesFull-TimeSenior
Salary108,500 - 155,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Networking
Requirements
- 5+ years of hands-on experience troubleshooting SSL, SAML, HTTP, and TCP/IP technologies in complex technical environments.
- Proven experience managing escalations involving enterprise customers and technical or business stakeholders.
- Detailed working knowledge of web-based security and network infrastructure, including next-generation firewalls (NGFW), SSL/IPSec VPNs, and SD-WAN.
- Extensive experience analyzing packet captures and HAR traces to diagnose connectivity, application, and network performance issues.
- Practical experience exploring AI tools and integrating emerging technologies into workflows.
- Comfortable working in ambiguity and taking ownership of objectives.
- Strong problem-solving ability, growth mindset, and commitment to continuous learning.
- Clear communication and effective collaboration skills.
- Experience with 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 desirable.
Responsibilities
- 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.
- Document incident investigations and resolutions in technical databases.
- Deliver direct, actionable feedback to Engineering and Operations teams based on recurring customer issues.
- Develop department training programs focused on advanced troubleshooting and case management.
- Mentor fellow engineers through knowledge sharing, technical guidance, and coaching.
- Analyze customer use cases and provide strategic input on product and code changes.
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