Senior Technical Support Engineer ( CNGFW / Cloud Security )

Job Summary

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).

Key Responsibilities

• Elite Case Resolution: Provide advanced post-sales technical support, including expert-level configuration, troubleshooting, and best practices for Platinum-tier customers.
• AI-Driven Support: Ability to effectively use and improve AI based support tools to reduce customer effort and improve resolution times.
• SLA Stewardship: Meet and exceed enhanced response time SLAs for mission-critical systems where downtime is not an option.
• Advanced Diagnostics: Apply expert fault isolation and Root Cause Analysis (RCA) to diagnose structural crises across complex environments.
• Engineering Partnership: Partner directly with Development, QA, and Product Management to identify product defects, steer roadmaps, and influence product serviceability.
• Lab Simulation: Systematically reproduce complex customer issues in a lab environment to qualify and isolate critical product bugs.
• Knowledge Leadership: Author Technical Support Bulletins (TSBs), advanced architecture whitepapers, and mentor junior engineers to scale the team's collective expertise.
• Executive Advocacy: Translate intricate engineering issues into precise, business-impact terms for enterprise customer executives during active crises.
• Context Stewardship: 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.
• Relationship Continuity: Leverage documented account context to establish rapid working rapport with customer technical and executive stakeholders, ensuring consistent customer experience independent of individual engineer assignment.

Qualifications

• 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.

Preferred Cloud & Virtualization (VM-Series & Cloud NGFW) Qualifications

• 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.

Pay and 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.

$106,100.00 - $171,600.00/yr

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.