Technical Support Engineer

Support customers through end-to-end troubleshooting of networking and cybersecurity issues, using lab replication and AI-powered diagnostics to speed time-to-resolution.

Responsibilities

• Provide high-quality technical assistance via troubleshooting, configuration validation, and diagnostics to resolve networking and security issues efficiently.
• Own support cases from initiation through resolution, including fault isolation, root-cause analysis, and consistent ticket documentation.
• Recreate customer issues in a lab and validate configurations by simulating network topologies.
• Coordinate with cross-functional teams (support, Account, and QA/Engineering) to report potential product defects, submit clear bug reports, and monitor issue status updates.
• Share learnings with the organization by documenting new technical findings, configuration steps, and troubleshooting methods in the internal knowledge base.
• Use internal AI-powered diagnostic utilities, automated log analyzers, and machine learning search tools to accelerate knowledge lookup, improve troubleshooting efficiency, and reduce time-to-resolution.

Requirements

• 2–4 years of experience in a customer-facing technical support, network operations, or network security environment.
• Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience.
• Strong working knowledge of TCP/IP, LAN/WAN, routing and switching fundamentals, and core protocol concepts including VLSM, CIDR, DHCP, and NAT.
• Hands-on packet trace capture, analysis, and interpretation using tools such as Wireshark and tcpdump to isolate connectivity or performance anomalies.
• Practical experience diagnosing and supporting Remote Access VPN solutions, including IPsec and SSL technologies.
• Foundational understanding of enterprise authentication and directory protocols such as RADIUS, TACACS+, and LDAP.
• Ability to manage a fluctuating queue of incoming cases, prioritizing tasks based on customer severity and established SLAs.

Technologies

• Wireshark, tcpdump
• IPsec, SSL
• RADIUS, TACACS+, LDAP
• TCP/IP, VLSM, CIDR, DHCP, NAT
• LAN/WAN
• Unix/Linux, Windows
• AI-powered diagnostic utilities, automated log analyzers, machine learning search tools
• AWS, Azure, VMware

Preferred Qualification

• CompTIA Security+ or an introductory Cybersecurity Fundamentals certification.
• Familiarity with virtualization, hypervisors, or cloud computing fundamentals (AWS, Azure, or VMware architectures).
• Basic familiarity with Unix/Linux and Windows operating system environments.
• Exposure to multi-vendor security infrastructure appliances, firewalls, or IDS/IPS.

Compensation

• Salary range: USD 91,100 - 147,400 per year (base salary for non-sales roles, or base salary plus commission target for sales/commissioned roles).
• Compensation may also include restricted stock units and a bonus.
• Final offer depends on qualifications, experience, and work location.

Immigration Sponsorship

• No. This position does not sponsor work visas.

Location: Santa Clara, CA, United States of America (onsite)

Experience: 2 years minimum

Education: Bachelor’s degree in Computer Science, Information Technology, or related technical field (or equivalent practical/milit…)