Fix reported issues and advocate for the customer.
Collaborate with sales and engineering teams to provide support to resellers, service providers, and enterprise customers, as well as end users via telephone, e-mail, Slack, and the web portal.
Issue reproduction and concise documentation of solutions provided through technical notes, case studies, and knowledge base articles.
Critical issue management and customer assurance when handling reported issues.
Coordinate fixes by engineering or Site Reliability Engineers (SREs) when required and relay appropriate information to our partners and customers.
Provide recommendations on how to improve supportability, reliability, availability, and serviceability based on lessons learned through issue resolution.
Training and enabling our service partners to ensure they can effectively resolve customer issues.

2 or more years of experience working in an operations environment.
Background in customer service/support and IT, network, or IT security incident management.
IT Security or IT Operations experience with corporate customers in production environments.
Experience driving efficiency, handling growth, and delivering results.
Good understanding of IT, Network, or IT SOC best practices and a real passion for continuous improvement.
Strong organizational skills and work well with contacts in various business subject areas.
Strong understanding of Networking and Layer 7 Protocols.
Familiarity with Container technologies (Docker and Kubernetes).
Knowledge of Data Representation types (XML, JSON, and YAML).
Public cloud experience with Amazon Web Services (AWS), Google Cloud Platform (GCP) and/or Microsoft Azure is preferred.
Security product/solutions experience (Firewalls, WAFs, DDoS) is preferred.
Strong troubleshooting skills, independent, and collaborative.
Approachable disposition and steadfast in delivering.
Ability to prioritize and multitask when leading sophisticated technical issues.
Phenomenal communicator in English.
Proven understanding of routing and switching technologies.
Ability to read different scripting and automation (Python, Shell, and Ansible).
Experience with Virtualization technologies.
Bachelor's degree in engineering or equivalent practical experience.

Security Support Engineer II

Key skills