Principal Support Engineer - Network

Principal Support Engineer — Network
DOMAIN SUBJECT-MATTER EXPERT
· ESCALATION & ENABLEMENT

About the role

Reach Security tells organizations what their existing security tools should be doing with the products they already own — and proves it. As a Principal Support Engineer, Network, you are Reach's senior domain authority on everything network.

This is not a firewall-administration or network break/fix role. You won't spend your days writing rule-bases, managing devices, or running a customer's network operations. You've already done that work — for years — and that is exactly what qualifies you. Those years in the trenches are what let you look at a customer's network rules, their controls, and Reach's findings and say, with authority, what matters, what doesn't, and why.

In this role you put that hard-won judgment to work: advising the field, guiding customers through their hardest problems, sharpening Reach's recommendations, and troubleshooting how Reach integrates with the network-security products already in a customer's environment. It is a high-agency individual-contributor role for a proven expert who is energized by unfamiliar problems rather than thrown by them.

What this role really does

You'll serve three audiences at once, and the strongest people in this seat move fluidly between them:

• Enable the field (Sales Engineering & POVs). Help SEs build the strongest possible POV from Reach's network findings — turning a rule-base analysis or exposure finding into “here's the risk this creates, here's why it's urgent, here's what to change first.” Coach the field to defend those findings against a skeptical network team, and tell Engineering and Research what would make the next network POV even more compelling.

• Empower Customer Success. Be the deep technical resolver behind CS. When a customer hits a hard network or firewall-integration problem, you investigate to root cause, propose the fix, and hand Engineering a clean, reproducible diagnosis — so engineers validate and ship rather than doing front-line discovery.

• Harden the product. Own your share of the escalation queue and close the loop: solve, reproduce, test, document, and enable — so each issue makes Reach more robust and each runbook makes the whole team faster.

How you'll spend your time

• Serve as the network subject-matter expert for the support team — review customer firewall rule-bases, network policies, segmentation, and controls, and make sage, prioritized recommendations grounded in real-world best practice (overly permissive, shadowed, redundant, or risky rules; exposure; segmentation gaps).

• Critique Reach's network findings so customers are presented only with what truly matters — separating signal from noise and articulating why a finding is urgent, or why it isn't.

• Troubleshoot integrations between Reach and third-party network-security products (NGFW, IDS/IPS/NDR, proxy/SWG, SASE/ZTNA, and similar) — using your deep knowledge of how those platforms actually behave to pinpoint where an integration breaks and propose the fix. This is where your hands-on background is exercised most directly.

• Diagnose deep, engineering-level customer issues end to end — reasoning from packet captures, flow data, device logs, and protocol behavior to reach true root cause, then packaging a clear diagnosis and proposed fix that Engineering can act on quickly.

• Uplevel the Sales Engineering team — teach the technical field team to read and explain network findings, defend recommendations to customer network and security teams, and translate product output into what actually matters to the customer.

• Partner with Engineering and QA to report defects, validate fixes, confirm workarounds, and drive root-cause analysis.

• Author and maintain…