Product Support Engineer

Role overview A remote product support engineer role within a customer success organization that helps enterprise customers adopt a large-scale cloud security platform. The work centers on independently debugging complex networking and security problems, partnering with engineering, and elevating the support team's technical depth.

Responsibilities - Provide first-line phone and email consultation to debug complex security and network issues independently - Partner with engineering teams to assist customers with testing and advanced troubleshooting - Document incident resolutions in a technical support database so solutions are actionable for customers and internal teams - Help build training programs and mentor engineers on advanced troubleshooting, debugging, and case management - Translate customer use cases into product and code feedback across the product lifecycle

Requirements - Foundational understanding of AI/ML technologies and how they apply within a functional domain - U.S. citizenship required due to the customers supported in this role - 3+ years troubleshooting SSL, SAML, HTTP, and TCP/IP, with strong experience analyzing packet captures and HAR traces - Detailed working knowledge of web-based security and network infrastructure, including NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and firewalls - Experience handling escalations with enterprise customers and stakeholders

Nice to have - Background in internet and security technologies such as SWG, sandboxing, PAC files, APIs, SCIM, and ESXi - Vendor certifications like CCNP or CompTIA Security+ - Experience with at least one public cloud platform (AWS, Azure, or GCP)

Benefits and work setup - Fully remote position within the US - Base pay range of $104,000 to $130,000 USD, excluding bonus and equity - Comprehensive benefits including health plans, vacation and sick time, parental leave, retirement options, education reimbursement, and in-office perks