We are looking for a Support Solutions Engineer with a passion for cloud networking, customer service, and automation.
You will be responsible for monitoring and handling our customers’ requests, troubleshooting, solving issues, automating support needs, developing support documentation and runbooks, improving and maintaining support tools and automation, understanding our product offerings, and continuously looking for ways to improve the engineering support experience.
Our ideal team member has first-hand experience working in customer-facing, engineering support roles, writing and building a comprehensive self-service knowledge base and has knowledge of infrastructure, internal tooling, platforms, and cloud networking.
You are excellent at understanding and solving complex and ambiguous problems and constantly seek improvement.
As an Engineer in this role, we need a candidate who can understand our complex offerings on a technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions.

Requirements

Proven ability to deliver superior customer support and advocate for customer needs across complex organizations, ideally within a central team.
Highly adaptable, thriving in fast-paced, ambiguous environments, and comfortable managing end-to-end investigations with creative problem-solving.
Data-driven decision-maker with strong written and verbal communication skills, including experience enhancing documentation and explaining technical concepts to diverse audiences.
Deep understanding of network access control in AWS and Kubernetes environments, including security group rule evaluation, CIDR notation, protocol/port specifications, and cross-account access patterns, with experience troubleshooting 'why can't I connect' scenarios.
Proficiency in DNS fundamentals including record types (AAAA, CNAME, MX, TXT), zone delegation, TTL behavior, and resolution troubleshooting, with hands-on experience in Route53 or equivalent DNS management platforms.
Working knowledge of AWS VPC concepts (subnets, route tables, NAT gateways, VPC peering, PrivateLink, TransiGateways, CloudWAN) with understanding of IPv6 and IPv4 differences, including address allocation, dual-stack configurations, and IPv6-specific considerations (NAT44, NAT64, Happy Eyeballs).
Familiarity with infrastructure-as-code practices and platforms (OctoDNS, Terraform) for managing network resources at scale.
Familiarity with load balancing concepts (DNS round robin, ALB/NLB, Classic ELB), including listener configuration, target groups, health checks, and common failure modes in distributed systems.
Ability to leverage existing monitoring dashboards, log analysis tools, and large datasets (with basic SQL) to investigate issues, identify patterns, and communicate findings clearly to both technical and non-technical stakeholders.
Eager to continuously learn and improve operational efficiency through automation and visualization, with a strong desire to understand how security products and platforms work together.

Benefits

Health Plans
Mental Health support
401(k) Retirement Plan with employer match
Stock Option Program
Disability Programs
Health Savings and Flexible Spending Accounts
Family-forming benefits
Life and Serious Injury Benefits
Paid leave of absence programs
Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
Full-time salaried employees are immediately entitled to flexible time off.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cloud networkingautomationnetwork access controlAWSKubernetesDNS fundamentalsRoute53AWS VPCinfrastructure-as-codeload balancing

Soft Skills

customer supportproblem-solvingadaptabilitycommunicationdocumentation enhancementinvestigation managementcreative thinkingcontinuous learningoperational efficiencycustomer advocacy