Our technologies are at the heart of modern applications that are enabling digital transformation worldwide! 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 hardworking, customer-focused Distributed Cloud Support Engineer II. You are comfortable in both the Support and Engineering environments, translating internal Engineering communications into clear, concise directions for customers and partners. You are passionate about helping our customers tackle problems. You will provide support via phone, email, Slack, 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 analytical 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 providers, 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 Site Reliability Engineers (SREs) 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.

• Training and enabling our service partners to ensure they can effectively resolve customer issues.

How do you qualify?

• 2 or more years of experience working in an operations environment.

• Background in customer service/support and IT, network, or IT security incident management.

• IT Security or IT Operations experience with corporate customers in production environments.

• Experience driving efficiency, 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.

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, and 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) is preferred.

• Strong troubleshooting skills, independent, and collaborative.

• Approachable disposition and steadfast in delivering.

• Ability to prioritize and multitask when leading sophisticated technical issues.

• Phenomenal communicator in English

• Proven understanding of routing and switching technologies.

• Ability to read different scripting and automation (Python, Shell, and Ansible).

• Experience with Virtualization technologies.

• Bachelor's degree in engineering 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%).