Aviatrix is a cloud network security company that provides solutions for enterprises struggling to secure cloud workloads. As a Senior Cloud Network Engineer, you will be part of the Customer Support team, guiding customers in the adoption of Aviatrix's multi-cloud networking and security services, while resolving technical issues and enhancing support processes.
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
- Develop and improve knowledge-based content, identifying gaps and enhancing troubleshooting guidance and best practices
- Lead resolution of complex and high-priority customer support issues, coordinating and prioritizing timely resolutions with engineering and solution engineering teams
- Provide "hands-on" support for complex customer environments and production issues
- You will bring solutions to the leadership team, feedback on solutions recommended
- Identify opportunities to improve case management workflows and support processes
- Mentor Cloud Network Engineers and share technical best practices
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