Distributed Cloud Support Engineer

Distributed Cloud Support Engineer I

Our technologies are at the heart of modern applications that are enabling digital transformation across the globe! We give the world’s largest businesses, service providers, governments, and consumer brands the ability to securely deliver every app, anywhere—with confidence. We do this by working collaboratively in an innovative environment, helping each other succeed. We take extraordinary pride in being trusted advisers to our customers, offering the best solutions for their interests. If our mission and culture excite you, we would love to talk with you!

We are seeking a Distributed Cloud Support Engineer I who is hardworking and committed to customer success. You are comfortable in both the Support and Engineering environments, translating technical documentation and conversations into clear, concise directions for customers and partners. You are passionate about helping our customers tackle and solve problems. You will provide support via phone, email, messaging, and web portal. Support requests range in complexity from "how to" questions through involved debugging and forensic efforts when prioritizing operational issues. Visualizing problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills. You will have a significant career growth opportunity within a fast-paced SaaS company.

What will you do?

• Fix reported issues and advocate for the customer.
• Collaborate with sales and engineering teams to provide support to resellers, service provider and enterprise customers, as well as end users via telephone, e-mail, Slack and the web portal.
• Issue reproduction and concise documentation of solutions provided through technical notes, case studies and knowledge base articles.
• Critical issue management and customer assurance when handling reported issues.
• Coordinate fixes by Engineering or Developers when required and relay appropriate information to our partners and customers.
• Provide recommendations on how to improve supportability, reliability, availability, and serviceability based on lessons learned through issue resolution.

How do you qualify?

• 2 or more years of experience working in an operations environment.
• Background in customer service/support and IT, networking, or IT security incident management.
• Experience driving efficiencies, handling growth, and delivering results.
• Good understanding of IT, Network, or IT SOC best practices and a real passion for continuous improvement.
• Strong organizational skills and work well with contacts in various business subject areas.
• Conversationally and technically fluent in English verbally and written.

Advantageous to have:

• Strong understanding of Networking and Layer 7 Protocols.
• Familiarity with Container technologies (Docker and Kubernetes).
• Knowledge of Data Representation types (XML, JSON, YAML).
• Public cloud experience with Amazon Web Services (AWS), Google Cloud Platform (GCP) and/or Microsoft Azure is preferred.
• Security product/solutions experience (Firewalls, WAFs, DDoS Mitigation) is preferred.
• Strong troubleshooting skills, independent and collaborative.
• Approachable disposition and steadfast in delivering.
• Ability to prioritize and multitask when leading sophisticated technical issues.
• Proven understanding of routing and switching technologies.
• Ability to read different scripting and automation languages (Python, Shell and Ansible).
• Bachelor’s degree in technologically relatable field or equivalent practical experience.

Physical Demands and Work Environment

• This role requires availability outside normal business hours to align with the distributed team or to respond to critical security events.
• Some travel may be required (less than 10%).

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