Senior Technical Support Engineer

Role overview Support strategic federal customers as a senior L3 technical support engineer, resolving complex escalations in security-sensitive and compliance-driven environments. The role bridges frontline support, engineering, and product teams, combining deep troubleshooting with clear customer communication and operational discipline.

Responsibilities

- Own complex technical cases escalated from L1 and L2 teams, driving them to resolution for federal clients - Diagnose and resolve product, network, deployment, and configuration issues across enterprise environments - Work directly with customers through case updates, troubleshooting calls, and remote sessions - Perform detailed log analysis, traffic analysis, and root-cause investigations using packet captures and related tooling - Partner with engineering and product teams to surface defects, identify feature gaps, and influence product improvements - Maintain high standards of customer communication, security awareness, and case documentation throughout the escalation lifecycle

Requirements

- Australian citizenship and eligibility to undergo an NV2 security clearance - Strong grasp of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, and firewall concepts - Demonstrated troubleshooting skills in enterprise network and security environments - Hands-on experience analyzing logs, packet captures, browser traces, and endpoint behavior in a support or escalation role - Foundational understanding of AI/ML concepts and how they apply within a technical support or security domain

Nice to have

- Experience using AI-powered diagnostic and troubleshooting tools to accelerate root-cause analysis - Familiarity with cloud-delivered security platforms for web access, zero-trust network access, or digital experience monitoring - Working knowledge of tools such as Wireshark, browser developer tools, log analyzers, and enterprise ticketing systems

Benefits and work setup

- Hybrid working arrangement, reporting to a senior product support manager within a customer success organization - Comprehensive benefits program covering health plans, vacation and sick leave, parental leave options, retirement benefits, and education reimbursement