Tech Stack

Description

You'll be the primary point of contact for Fortune 500 customers, owning and driving escalated technical issues. Collaborate with engineering and mentor frontline support teams while improving processes and documentation.

Requirements

• Strong networking background with deep knowledge of TCP/IP, HTTP/HTTPS, SSL/TLS
• Experience supporting network security technologies: Proxies, NG Firewalls, SSL/IPSec, VPNs, DLP, SSO
• Strong troubleshooting and configuration skills
• Ability to mentor and share knowledge
• Experience in enterprise support environment

Responsibilities

• Own and drive escalated support issues and critical incident response
• Handle complex technical issues unresolved by L1/L2 teams
• Collaborate with engineering and product management to improve processes
• Mentor frontline support engineers and build runbooks
• Participate in content creation and enablement training