Staff Cloud Network Engineer – Customer Support

Aviatrix is a cloud network security company that helps enterprises secure their cloud workloads. As a Staff Cloud Network Engineer on the Customer Support team, you will assist customers in adopting and integrating multi-cloud networking and security solutions while providing real-time technical support and strategic guidance.

Responsibilities:

• Work closely with sales and engineering teams to manage, troubleshoot and resolve technical issues and questions from Aviatrix enterprise customers
• Report product issues to development and advocate for the customer to help Aviatrix deliver high-quality products
• Create knowledge-based contents such as troubleshooting tips and best practices
• Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering and solution engineering teams
• Provide "hands-on" support for the customers to solve production issues
• You will bring solutions to the leadership team, feedback on solutions recommended

Requirements:

• Minimum 5+ years of work experience in customer success, resident engineer, network engineer, or similar roles
• Solid understanding of networking, Routing, BGP, IPsec VPN, virtualization, Linux, and infrastructure software
• Experience with Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform is a plus
• Experience in configuring, testing, and troubleshooting various networking products/solutions (e.g., Cisco ISR routers, ASA firewalls, Meraki, Palo Alto Firewalls, Checkpoint, Juniper, Fortinet, Riverbed, Barracuda, Sonicwall, Aruba, Sophos)
• Experience with Python, shell scripting, automation
• Experience with security products is a plus
• Ability to multi-task and work in a dynamic environment
• Availability to provide after-hours support on a scheduled / non-scheduled basis
• BS or MS degree in Computer Science, Math, related technical field or equivalent practical experience