Sr. Resident Support Engineer

Job Description

Our highly successful global software client wants to hire a Senior Resident Support Engineer to work on-site in Ann Arbor, MI.

Six-figure base salary + 10% bonus, and RSUs with full company benefits.

You will work with large enterprise customers.

The Senior Resident Engineer is responsible for providing on-site technical support services to specific enterprise customers and serving as a subject-matter expert on network security products. The SRE relies on experience and judgment to plan and perform a variety of critical tasks related to the customer’s deployment. These responsibilities require a high degree of autonomy and accountability and would include:

• Work with and provide guidance/support to the customer’s operational and design staff.
• Be a trusted advisor to the customer on all technical areas related to the network security products.
• Design, implement, troubleshoot, diagnose, and resolve normal and complex technical issues associated with security products installed in the customer network.
• Test and replicate customer configurations in a lab environment as required.
• Ensure the operational and functional requirements pertaining to the solution installed in the customer environment are fulfilled from a technical standpoint.
• Track, investigate, escalate, and verify software defects as encountered and reported by customers.
• Deliver on-demand technical workshops on security products to the customer’s staff as needed.
• Collaborate with other internal departments like technical support, engineering, and product management related to product issues and new features.
• Work closely with the account team(s) of customers to understand and support the sales strategy from a technical standpoint.
• Support tuning and optimization requirements related to the installation in the customer environment.
• Assist and provide expert guidance to the customer security operations teams on security attack mitigations (pre-attack prep, during-attack assistance, post-attack reviews).
• Develop and implement method of procedure documents for procedural and maintenance activities related to deployed products/solutions.
• Lead and support software upgrade activities or investigations of reported problems related to the security products installed in the customer environment.
• Work closely with the Professional Services team to discuss, enhance, and share knowledge about product, domain, and solutions.
• Generate customer-specific product technical documentation as needed.
• Continuously develop and update expertise on company products and solutions.
• Develop and deliver technical presentations to customers and internal teams as needed.
• Travel as required to customer sites and internationally for corporate events as needed.

• Bachelor’s Degree in CS/EE/ECE with 5+ years of experience in service delivery or technical support functions with strong fundamentals in telecom network and routing environments.
• Advanced networking skills required (
  TCP/IP, Routing, BGP, MPLS
  ), with Net Flow protocol experience and understanding desirable.
• Strong network security skills required; knowledge of and experience in DDoS and mitigation techniques desirable.
• Knowledge of network test equipment, network management protocols like SNMP, and tools like MRTG, Solar Winds.
• Knowledge of internet and data security protocols like HTTP/S, SSL/TLS, DNS, VPN, IPSEC, GRE.
• Intermediate to advanced knowledge in administration and provisioning of Unix/Linux and Solaris platforms, with networking scripting and automation skills desirable.
• Expertise in packet analysis, debugging, and troubleshooting using tools like Wireshark/Tshark.
• Knowledge and experience in virtualization and cloud environments; virtualization and cloud skills are strong assets.
• Ability to work independently, where necessary.
• Strong customer service and verbal/written communication/interpersonal skills.
• Location: On-site in Ann Arbor, MI

Explosive growth-oriented firm with a growing reputation, serving over 3,000 global clients including many Fortune 1000 companies.