We are looking for an Escalation Engineer to join our team.

What you’ll do (Role Expectations)

• Engage with customers on escalated support issues or critical customer situations and participate in a 24×7 Support Operation and 24×7 on-call rotation

• 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

Who You Are (Success Profile)

• You are a tenacious problem-solver who seeks out challenges, knowing that finding solutions to hard problems delivers the biggest impact.

• You act like an owner, letting your passion for the mission fuel your bias for action while navigating seamlessly between high-level strategy and hands-on execution.

• You are a high-trust collaborator who is ambitious for the team, embracing our challenge culture by giving and receiving clear, respectful feedback to quickly earn trust.

• You are customer-obsessed, building deep empathy for both internal and external users to champion their needs and anchor decisions in solving real-world problems.

• You operate with urgency and a relentless focus on execution, understanding that in a high-growth environment, speed and quality are not mutually exclusive.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

• 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products

• Practical knowledge of networking and security products and enterprise network infrastructure

• Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR

• Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

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