Description
We are looking for a Designated Support Engineer III to join our team in a hybrid capacity based in Bangalore, reporting to the Manager, Global Focal Support within our Support department.
You will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.
Key Responsibilities:
- Provide second-line phone/email consultation to independently debug complex security/network problems
- Interface with Engineering and assist the customer with testing or troubleshooting
- Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
- Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base
- Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle
Requirements:
- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
- 5+ years of support and networking experience, including general firewalls and packet filtering troubleshooting
- Proficient in using Wireshark, Fiddler, MTR, and traceroute to analyze network and application protocols, isolate faults, diagnose packet loss, and resolve unexpected session resets
- Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels, combined with leveraging PAC files to optimize network pathing and traffic flow
- Deep expertise in enterprise authentication (SAML, Kerberos), application-layer mechanics (HTTP methods), IPv4/IPv6 routing, and DNS administration
Benefits:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
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