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Tier-1 brand, mid-level (5+) requirement, and metro/hybrid location create high applicant competition.
Role requires specialized networking and security expertise, limiting cross-industry transferability.
Explicit 5+ years plus mandatory networking, VPN, and packet-analysis tool skills make screening highly strict.
Own resolution of the most complex and critical technical issues escalated from Level I and II support engineers within the Technical Assistance Center (TAC).
Provide second line phone and email consultation to independently debug complex security and network problems, including reproducing customer issues and coordinating with Engineering and Operations.
Document incident resolutions accurately in the support knowledge base and contribute feedback on product and code changes based on customer use-cases.
5+ years of support and networking experience including general firewall and packet filtering troubleshooting.
Hands-on experience with Wireshark, Fiddler, MTR, traceroute, GRE and IPSec VPN tunnel configuration and troubleshooting.
Expertise in enterprise authentication protocols (SAML, Kerberos), HTTP methods, IPv4/IPv6 routing, and DNS administration.
Demonstrated curiosity and practical use of AI tools to enhance workflows and problem-solving.
Able to independently manage and resolve high-severity technical support cases involving advanced network security issues.
Experienced in working with cloud and firewall environments, with knowledge of Forward Proxy, AWS, Azure, and Zero Trust technologies preferred.
Comfortable navigating between strategic input on product improvements and hands-on technical execution in a high-growth, customer-focused environment.