Senior Product Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Support Engineer based in United States.

This is a senior technical support role focused on solving complex security and networking challenges for enterprise customers. You will provide expert second-line consultation, independently diagnosing sophisticated issues and partnering closely with Engineering to reproduce and resolve problems. The role combines hands-on troubleshooting with customer advocacy, technical documentation, and continuous improvement. You will also help strengthen the wider support organization by mentoring engineers and developing advanced troubleshooting and case-management training. Working within a global Customer Success environment, you will use data, research, and deep technical knowledge to identify innovative solutions and influence product improvements. This is an opportunity to make a direct impact on customer outcomes while contributing to the evolution of secure, cloud-based networking technologies.

Accountabilities:

• Provide second-line technical consultation, independently debugging complex security and network problems and guiding customers toward effective resolutions.
• Partner with Engineering teams to test, troubleshoot, and reproduce customer issues, helping validate problems and accelerate resolution.
• Document incident investigations and resolutions in technical databases, maintaining clear knowledge resources for future troubleshooting and support activities.
• Deliver direct, actionable feedback to Engineering and Operations teams based on recurring customer issues, technical findings, and product behavior.
• Develop department training programs focused on advanced troubleshooting and case management, helping raise technical capabilities across the support organization.
• Mentor fellow engineers through knowledge sharing, technical guidance, and coaching on advanced support and troubleshooting practices.
• Analyze customer use cases and provide strategic input on product and code changes throughout the development lifecycle, ensuring customer needs inform ongoing product improvements.

Requirements:

• Bring 5+ years of hands-on experience troubleshooting SSL, SAML, HTTP, and TCP/IP technologies in complex technical environments.
• Demonstrate proven experience managing escalations involving enterprise customers and technical or business stakeholders.
• Possess detailed working knowledge of web-based security and network infrastructure, including next-generation firewalls (NGFW), SSL/IPSec VPNs, and SD-WAN.
• Have extensive experience analyzing packet captures and HAR traces to diagnose connectivity, application, and network performance issues.
• Demonstrate curiosity and practical experience exploring AI tools and integrating emerging technologies into daily workflows to improve productivity and problem-solving.
• Be a U.S. citizen, as required for this position due to the nature of the customers assigned to the role.
• Be comfortable working in ambiguity, taking ownership of objectives, and moving effectively between strategic thinking and hands-on technical execution.
• Demonstrate strong problem-solving ability, a growth mindset, and a commitment to continuous learning and improvement.
• Be a high-trust collaborator who communicates clearly, gives and receives constructive feedback, and works effectively across teams.
• Experience with Internet and security technologies such as SWG, sandboxing, PAC files, or SCIM is a plus.
• Relevant vendor certifications such as CCNP or CompTIA Security+ are advantageous.
• Hands-on experience with public cloud environments such as AWS, Azure, or GCP is also desirable.

Benefits:

• Base salary range of $108,500-$155,000 USD, excluding applicable commission, bonus, equity, and benefits.
• Various comprehensive health plan options.
• Paid time off plans covering vacation and sick time.
• Parental leave options.
• Retirement savings options.
• Education reimbursement.
• In-office perks and additional employee benefits.
• Remote work arrangement within the United States.
• Opportunity to work on advanced cloud security, networking, and Zero Trust technologies.
• Global Customer Success collaboration with strong exposure to Engineering and Operations.
• Opportunities to mentor other engineers, develop technical training programs, and influence product improvements.
• An environment that emphasizes ownership, collaboration, trust through outcomes, continuous feedback, and professional growth.