Senior Technical Support Engineer (CNGFW)
About The Position
As a Senior Technical Support Engineer, you will serve as a premier technical authority for our most high-value enterprise accounts. You are a critical thinker who provides advanced post-sales support for complex, multi-layered architectural challenges that require in-depth evaluation of mission-critical infrastructures. You will serve as a key technical contact, adept at detailing difficult issues to both technical and non-technical professionals. This role is dedicated to customers who manage mission-critical infrastructures and require guaranteed response times and enhanced services, offering a truly differentiated level of support. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).
Requirements
- 5+ years of progressive experience in network operations, infrastructure engineering, or enterprise cybersecurity support.
- Bachelor’s degree in Computer Science, IT, or equivalent practical experience.
- Deep expertise in OSI L1–L7 layers, TCP/IP, and advanced routing protocols (BGP, OSPF).
- Expert command of IPSEC, SSL/TLS, NAT, and PKI.
- Proven ability to explain complex technical issues clearly to both technical and non-technical audiences, including C-suite stakeholders.
Nice To Haves
- Working knowledge on Virtualization hypervisors((VMWare ESXi, KVM) and Public cloud providers (AWS, Azure, GCP or OCI)
- Deep Understanding of VPCs, Subnetting, Route Tables, and Internet Gateways (IGW).
- Understanding of cloud-native load balancing and scaling mechanisms, such as Gateway Load Balancing (GWLB) and Transit Gateway
- Understanding of Azure VNets, subnetting, peering, virtual WAN (vWAN) hub architectures, User defined routes (UDR) and Azure application gateway.
- Experience with competitor firewall products from vendors like Cisco, Checkpoint, Juniper, Fortinet, or Zscaler.
Responsibilities
- Provide advanced post-sales technical support, including expert-level configuration, troubleshooting, and best practices for Platinum-tier customers.
- Effectively use and improve AI based support tools to reduce customer effort and improve resolution times.
- Meet and exceed enhanced response time SLAs for mission-critical systems where downtime is not an option.
- Apply expert fault isolation and Root Cause Analysis (RCA) to diagnose structural crises across complex environments.
- Partner directly with Development, QA, and Product Management to identify product defects, steer roadmaps, and influence product serviceability.
- Systematically reproduce complex customer issues in a lab environment to qualify and isolate critical product bugs.
- Author Technical Support Bulletins (TSBs), advanced architecture whitepapers, and mentor junior engineers to scale the team’s collective expertise.
- Translate intricate engineering issues into precise, business-impact terms for enterprise customer executives during active crises.
- Review and validate documented customer context and topology data prior to initial case response, and maintain the shared context database with environment, architecture, and engagement details as they are identified throughout the case lifecycle.
- Leverage documented account context to establish rapid working rapport with customer technical and executive stakeholders, ensuring consistent customer experience independent of individual engineer assignment.
Benefits
- Restricted stock units
- Bonus
- Employee benefits may be found here.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
