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Senior, niche SD‑WAN support role at a recognized security vendor yields moderate candidate competition.
Role requires specialized networking and security expertise, limiting cross‑industry transferability.
Explicit 8+ years requirement plus mandatory SD‑WAN, routing, and security experience makes filtering strict.
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Provide technical support for escalated SD-WAN and network security issues to internal Level I & II support and directly to customers and partners.
Collaborate with Engineering and Operations to reproduce issues, open bugs, and validate fixes through thorough diagnostic information.
Participate in 24x7 support operations including on-call rotations, ensuring timely resolution of critical customer situations.
8+ years experience as Support Engineer or Senior Support Engineer in networking or web security products.
Hands-on knowledge of SD-WAN, routing protocols (BGP, OSPF), firewall, switching, SSL, SWG, VPN, and VDN technologies.
Experience with network troubleshooting tools like Ping, Traceroute, MTR.
Demonstrated exploration of AI tools used to enhance problem-solving and workflows.
Experienced in complex technical escalation and customer support within networking and cloud security environments.
Comfortable balancing hands-on technical tasks with strategic input on product improvements.
Familiar with automation scripting and cloud security platforms (preferably Zscaler products) to efficiently troubleshoot and replicate customer issues.