Senior Cloud Network Engineer – Customer Support

Aviatrix is a cloud network security company that offers solutions for enterprises struggling to secure cloud workloads. The Senior Cloud Network Engineer will be part of the Customer Support team, guiding customers in adopting Aviatrix's multi-cloud networking and security services, and ensuring satisfaction with their products.

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