Staff Technical Support Engineer, Focused Services, NGFW
About The Position
As a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products and better cybersecurity. Are you a visionary technical leader who thrives on solving the most complex architectural and cybersecurity challenges? We are seeking a Staff Technical Support Engineer to serve as a premier technical authority and strategic anchor within our support ecosystem. In this role, your impact will extend far beyond individual case management. You will act as a primary bridge between Technical Support, Product Management, and Engineering, leveraging your deep systemic insights to influence product serviceability, quality, and the overall customer experience. As a trusted advisor to our highest-value enterprise customers and executive stakeholders, you will navigate high-pressure escalations with seasoned resilience. You will champion organizational evolution by defining standard troubleshooting frameworks, pioneering AI-driven support efficacy, and systematically mentoring and scaling the technical capabilities of the engineering organization.
Requirements
- 8+ years of progressive, advanced experience in network operations, infrastructure engineering, or enterprise cybersecurity support.
- Bachelor’s or Master’s degree in Computer Science, Information Technology, Computer Architecture, or equivalent practical/military experience.
- Comprehensive, authoritative knowledge of multi-vendor networking fabrics, complex routing architectures (e.g., advanced BGP topologies, OSPF, EIGRP), packet-level micro-flows, and deep OSI-layer fault isolation.
- Expert-level mastery of Next-Generation Firewalls (NGFW), Cloud Security Access Brokers (CASB), SASE architectures, Zero Trust network access (ZTNA), and advanced cryptographic tunneling protocols (IPsec, SSL/TLS).
- In-depth technical proficiency with cloud-forward identity provider systems (IdP) and single sign-on (SSO) frameworks using advanced authentication protocols (e.g., SAML 2.0, OIDC, OAuth, along with standard RADIUS, TACACS+, and LDAP setups).
- Demonstrated success in leading cross-functional initiatives, balancing strategic architectural engineering projects alongside high-priority customer commitments.
Nice To Haves
- Tier-3/Expert-level industry certifications (e.g., CCIE Security, PCNSE, CISSP, or equivalent).
- Hands-on proficiency with scripting and automation architectures (Python, Shell, REST APIs) applied to massive network environments.
- Practical virtualization and cloud-native architecture engineering experience (AWS, Microsoft Azure, Google Cloud Platform, Kubernetes, or VMware ESXi).
Responsibilities
- Serve as the ultimate internal escalation point for the most complex, multi-layered, and critical technical emergencies globally, taking definitive technical ownership to resolve structural network security crises.
- Partner directly with Development, QA, and Product Management to identify systemic software defects, steer product feature roadmaps based on support data, and design proactive architectural solutions that minimize support overhead.
- Pioneer advanced automated diagnostics, custom log parsing scripts, and predictive troubleshooting playbooks. Drive the strategic implementation and continuous improvement of generative AI diagnostic utilities to elevate overall organizational troubleshooting accuracy.
- Establish industry-leading documentation standards; author comprehensive, high-impact Technical Support Bulletins, advanced architecture whitepapers, and authoritative root-cause analysis documents for broad internal and external consumption.
- Design, build, and deliver technical onboarding curriculums and advanced training frameworks. Actively mentor Senior and Core Support Engineers, conduct technical candidate screenings, and calibrate technical standards across global support theaters.
- Act as a critical technical voice in Quarterly Business Reviews (QBRs) and high-stakes executive interactions, translating intricate, cross-vendor engineering issues into precise, business-impact terms for C-level stakeholders.
Benefits
- The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
