Product Support Engineer

Role overview Help enterprise customers investigate and resolve difficult security, connectivity, and network performance issues. You’ll provide direct technical support, work with engineering on testing and troubleshooting, and turn incident findings into clear guidance for customers and colleagues. The role is remote and includes opportunities to strengthen team troubleshooting practices.

Responsibilities - Handle phone and email support for complex security and networking problems. - Analyze customer issues independently and coordinate testing or investigation with engineering. - Record incident causes and resolutions in a technical support knowledge base. - Contribute to training and mentor peers in debugging, case handling, and advanced troubleshooting. - Share customer use cases and product insights to inform changes throughout the product lifecycle.

Requirements - U.S. citizenship, due to the customer assignments associated with the role. - At least three years troubleshooting SSL, SAML, HTTP, and TCP/IP issues. - Extensive experience analyzing packet captures and HAR traces to diagnose connectivity, application, or network performance problems. - Working knowledge of web security and network infrastructure, including proxies, firewalls, VPNs, data-loss prevention, SD-WAN, tunnels, and monitoring. - Experience managing escalations with enterprise customers and stakeholders. - Foundational understanding of AI/ML technologies and their use, security, or positioning in a professional domain.

Nice to have Experience with secure web gateways, sandboxing, PAC files, APIs, SCIM, or ESXi; a relevant networking or security certification; and hands-on experience with AWS, Azure, or Google Cloud. The posting also favors candidates who can use AI workflows to improve operational efficiency.

Benefits and work setup The position is remote, with a stated U.S. base salary range of $104,000–$130,000, excluding any applicable bonus, commission, equity, and benefits. Listed benefits include health plans, paid time off, parental leave, retirement options, and education reimbursement.