Key skills
TCP/IPSAML
About this role
Role Overview
- Provide second line consultation to independently debug complex security and network problems via phone and email
- Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems
- Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams
- Develop department training programs and mentor engineers on advanced troubleshooting and case management skills
- Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle
Requirements
- U.S. citizenship is required for this position due to the nature of the customers assigned to this role
- 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
- Proven experience managing escalations with enterprise customers and stakeholders
- Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
- Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues.
Tech Stack
- TCP/IP
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!