Technical Support Engineer
Job description
About the role
This role provides hands-on technical support for AI security products, handling issues from simple to complex. It involves mentoring the support team and collaborating across functions to resolve issues and improve products.
Software engineers turn product ideas into working code. Engineers work in small teams, review each other's work, and ship in small batches. Most teams follow agile practices such as sprints and daily standups. Engineers also write tests, fix bugs, and improve performance. The field values clear communication as much as technical skill. Engineers spend part of every week on planning, code review, and debugging, not just writing new code. The ability to explain a technical decision in plain words separates strong engineers from the rest.
Key facts
What you'll do
Customer technical and product issues are overseen and resolved by you, following customer SLAs and ensuring high-quality support.
Complex customer issues are escalated to you or handled directly by you as the point for high-priority AI security product cases involving proxies, endpoints, HTTP1.1/HTTP2, DNS, firewalls, IDS/IPS, and VPNs.
Root cause analysis and resolution for AI security product issues are performed by you, with hands-on troubleshooting to maintain high-quality support.
Engineering, product development, and sales teams receive customer feedback from you to drive continuous product improvement for AI security products.
Deployment and configuration of security products are assisted by you, with post-deployment technical support for AI security products.
Support metrics are monitored, analyzed, and reported on by you to identify process improvements and training needs for AI security products.
Requirements
A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience is required.
3-5 years of experience in technical support or engineering roles is required.
Extensive hands-on experience with network security products, including firewalls, VPNs, IDS/IPS, and endpoint security solutions such as Crowdstrike, SentinelOne, Palo Alto, Cisco, and Fortinet is required.
Strong knowledge of protocols such as HTTP1.1, HTTP2, TCP/IP, DNS, DHCP, etc., working with HARs, packet captures, tcpdump, etc and security best practices is required.
Proven experience troubleshooting and diagnosing complex network security issues in real-world customer environments is required.
Exceptional problem-solving skills and the ability to work under pressure in a fast-paced environment are required.
Strong communication and customer service skills to explain complex technical concepts to non-technical users are required.
Experience with scripting or automation tools such as Python and Bash is required.
Industry certifications such as CCNA, CISSP, or CEH are highly desirable for AI security products.
Experience with support ticketing systems and knowledge base management is required.
Practical notes
This role is a contract position with hybrid expectations, though the listing specifies Remote. A Bachelor's degree and relevant experience are mandatory.
Typical interview steps
Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.
Career growth
Engineering careers usually progress from individual contributor to senior, staff, and principal levels. Some engineers move into management and lead teams of five to twenty people. Others stay on the technical track. Growth follows demonstrated impact, not tenure alone. A typical engineering ladder has clear levels with defined expectations for scope, quality, and mentorship. Moving up usually requires owning outcomes end to end rather than completing assigned tickets.