Senior Product Support Engineer

Role overview Provide advanced technical support for complex customer security and networking issues. You will investigate escalations, work with engineering teams to reproduce and resolve product problems, and use customer experience to inform product improvements. The position is remote and focused on second-line support within a global customer organization.

Responsibilities - Independently diagnose difficult security and network problems escalated by customers. - Work with engineering to test, reproduce, and verify reported product issues. - Record resolutions and share technical findings with engineering and operations teams. - Create training resources and mentor support engineers in advanced troubleshooting and case management. - Assess customer use cases and recommend product or code changes throughout the development cycle.

Requirements - At least five years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP. - Experience handling escalations involving enterprise customers and stakeholders. - Working knowledge of web security and network infrastructure, including next-generation firewalls, SSL/IPsec VPNs, and SD-WAN. - Extensive experience analyzing packet captures and HAR traces to investigate connectivity or performance issues. - US citizenship is required for the customer assignments associated with this role. - Curiosity about AI tools and a track record of applying new technology to improve work and problem-solving.

Nice to have - Familiarity with secure web gateways, sandboxing, PAC files, or SCIM. - A relevant certification such as CCNP or CompTIA Security+. - Hands-on experience with AWS, Azure, or Google Cloud.

Benefits and work setup - Remote position. Listed US base salary range: $108,500–$155,000, excluding any applicable bonus, equity, and benefits. - Benefits include health coverage, vacation and sick time, parental leave, retirement options, education reimbursement, and office perks.