Customer Support Engineer

Role overview Provide technical support to customers using network security policy management products. You’ll investigate reported problems, guide customers toward resolution, and coordinate escalation when an issue needs deeper technical expertise. The role is fully remote and combines customer communication with hands-on troubleshooting and research.

Responsibilities - Assist customers by phone, email, chat, and online meetings, showing empathy and clear communication. - Own support cases through resolution or escalation, assess urgency, and follow established ticket handling procedures. - Investigate issues using internal and external resources, product information, and relevant system logs. - Gather and analyze appropriate diagnostic information, then prepare unresolved cases for an advanced support engineer. - Explain product capabilities and help align customer expectations with available functionality. - Complete onboarding assessments and pursue ongoing technical learning and certifications.

Requirements - Experience administering at least one major firewall platform, such as Cisco, Palo Alto, Juniper, Check Point, or Fortinet. - Working knowledge of networking fundamentals, including the OSI model, NAT/PAT, TCP/UDP, and HTTP. - Ability to investigate firewall and operating system logs, including Linux/Unix and Windows event logs. - Strong written and verbal communication, organization, time management, and customer expectation management. - Sound problem-solving and decision-making skills, with the ability to research independently and manage several issues in a changing environment. - Familiarity with ticketing or incident management systems, such as Zendesk, Jira, or another CRM, and ability to follow support processes.

Nice to have - Experience with packet and network analysis tools such as tcpdump, Wireshark, or Nmap, or with vulnerability scan findings. - Virtualization administration experience, advanced Linux or firewall troubleshooting, or familiarity with the supported product interface. - Basic scripting in Bash, Perl, Python, or PHP; help desk or technical support experience; or relevant technical certifications or education.

Benefits and work setup - Fully remote position.