Technical Support Engineer

Remote · USD 104,000-130,000 · 3+ years experience · Remote · Posted Sep 25, 2026

At a glance

We are looking for a Technical Support Engineer to join our team in a remote role, reporting to the Senior Manager, Customer Support in the Product Support department.
The Customer Success Organization provides expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals.
The role involves providing first line phone/email consultation to independently debug complex security and network problems.

Provide first line phone/email consultation to independently debug complex security/network problems
Partner with Engineering and assist customers with testing or troubleshooting
Document detailed entries for incident resolutions in the technical support database to ensure solutions are actionable for customers and the internal team
Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills
Understand product direction and customer use cases to provide input on product and code changes through all points of the product cycle

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
U.S. citizenship required for this position due to the nature of the customers assigned to this role
3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with extensive experience analyzing packet captures and HAR traces to resolve connectivity, application, and network performance issues
Detailed working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls
Experience handling escalations with enterprise customers and stakeholders

Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi
Vendor certification such as CCNP, CompTIA Security+, or equivalent
Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP)

Show all 15 skills