Sr. Technical Support Engineer, Focused Services, NGFW

Job Summary

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Senior Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post‑sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions.

Your strong ability to articulate intricate technical issues to both technical and non‑technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise. In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews.

You will develop an in‑depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture. Regularly engaging in technical discussions with cross‑functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem‑solving skills will be crucial in providing rapid, high‑quality assistance often in high‑pressure situations, ensuring our customers feel supported every step of the way.

• Expert Troubleshooting & Fault Isolation:
  Deliver expert‑level technical assistance to customers, taking complete ownership of support cases including multi‑vendor troubleshooting and fault isolation. Replicate customer network issues and validate configurations in a lab environment to expedite resolution.
• AI Optimization & Troubleshooting:
  Leverage internal AI‑powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root‑cause analysis, optimize multi‑vendor troubleshooting workflows, and decrease time‑to‑resolution for complex network security events.
• Customer Advocacy & Strategic Support:
  Act as a designated advocate driving customer success. Understand unique implementations and business objectives to deliver tailored support, including structured weekly reviews, root cause analysis, upgrade planning, release assessments, and QBRs.
• Cross‑Functional
  
  Collaboration:
  
  Partner effectively with stakeholders beyond the immediate domain, engaging with cross‑functional teams (Account, Sales, Engineering, QA) to address software defects, enhancements, and strategic customer requests.
• Knowledge Base & Technical Asset Authoring:
  Author Technical Support Bulletins and troubleshooting guides to enhance internal and customer‑facing resource repositories. Driving technical enablement by conducting screenings and onboarding new hires on technical/soft skills.
• Provide support that includes mandatory weekend, holiday shift work and on‑call support. Support includes a blend of as‑needed and rotational coverage, which is subject to change.

• 5+ years of progressive experience in network security or enterprise technical support engineering.
• Education:
  
  BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
• Advanced Network Analysis & OSI Debugging:
  Deep understanding of packet flow across multiple OSI layers, along with advanced knowledge of networking operations (TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT).
• Diagnostic Tool Expertise:
  High proficiency with advanced network troubleshooting tools (e.g., Wireshark, tcpdump, GNS3).
• Authentication Integration:
  Strong grasp of enterprise authentication and directory protocols (LDAP, TACACS+, Radius).
• Stakeholder Communication:
  Excellent written and verbal communication skills; proven track record of clearly articulating technical issues to both technical and non‑technical audiences, explaining technical impact in crisp business terms to executive…