Remote job
Senior Technical Support Engineer
Job details
About this role
Role overview
Provide advanced technical support for complex issues affecting federal customers in secure, compliance-sensitive environments. As an escalation engineer, you will investigate product, network, deployment, and configuration problems, guide customers through resolution, and work with internal technical teams to address underlying defects and improve the product.
Responsibilities
- Take on complex cases escalated from first- and second-level support teams. - Troubleshoot product behavior, enterprise networking, deployments, and configurations. - Work directly with customers through case updates, troubleshooting calls, and remote sessions. - Analyze logs, network traffic, packet captures, browser traces, and endpoint behavior to identify causes. - Coordinate with engineering, product, and other support teams on defects, feature gaps, and improvements. - Maintain clear customer communication and careful operational practices while handling sensitive issues.
Requirements
- Australian citizenship and eligibility to obtain an NV2 security clearance. - Strong grasp of networking concepts, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPNs, routing, and firewalls. - Experience in technical, product, or escalation support, with the ability to investigate logs and network or endpoint evidence. - Strong troubleshooting judgment in enterprise networking and security environments. - Foundational understanding of AI and machine learning technologies, including experience using, securing, or positioning AI-driven solutions in a relevant work area. - Clear, customer-focused communication and the ability to collaborate across teams.
Nice to have
- Familiarity with cloud security products and services, including ZIA, ZPA, or ZDX. - Experience using AI-enabled diagnostic tools to speed up root-cause analysis and escalation handling. - Hands-on use of Wireshark, browser developer tools, log analysis tools, or ticketing systems.
Benefits and work setup
- Hybrid work arrangement. - Benefits include health plans, vacation and sick leave, parental leave, retirement options, education reimbursement, and office perks; availability may vary.