Provide second line consultation to independently debug complex security and network problems via phone and email
Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems
Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams
Develop department training programs and mentor engineers on advanced troubleshooting and case management skills
Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle

Requirements

U.S. citizenship is required for this position due to the nature of the customers assigned to this role
5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
Proven experience managing escalations with enterprise customers and stakeholders
Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingSSLSAMLHTTPTCP/IPNGFWSSL/IPSec VPNsSD-WANpacket capturesHAR traces

Soft Skills

consultationmentoringcase managementcommunicationproblem-solvingcollaborationfeedbackstrategic inputtraining developmentescalation management