Technical Support Engineer

Staff Technical Support EngineerAre you a visionary technical leader who thrives on solving the most complex architectural and cybersecurity challenges? We are seeking a Staff Technical Support Engineer to serve as a premier technical authority and strategic anchor within our support ecosystem. In this role, your impact will extend far beyond individual case management. You will act as a primary bridge between Technical Support, Product Management, and Engineering, leveraging your deep systemic insights to influence product serviceability, quality, and the overall customer experience. As a trusted advisor to our highest-value enterprise customers and executive stakeholders, you will navigate high-pressure escalations with seasoned resilience. You will champion organizational evolution by defining standard troubleshooting frameworks, pioneering AI-driven support efficacy, and systematically mentoring and scaling the technical capabilities of the engineering organization.Key ResponsibilitiesAcutest Escalation Tier: Serve as the ultimate internal escalation point for the most complex, multi-layered, and critical technical emergencies globally, taking definitive technical ownership to resolve structural network security crises.Product Serviceability & Engineering Interface: Partner directly with Development, QA, and Product Management to identify systemic software defects, steer product feature roadmaps based on support data, and design proactive architectural solutions that minimize support overhead.Innovation & Support Automation: Pioneer advanced automated diagnostics, custom log parsing scripts, and predictive troubleshooting playbooks. Drive the strategic implementation and continuous improvement of generative AI diagnostic utilities to elevate overall organizational troubleshooting accuracy.Strategic Knowledge & Thought Leadership: Establish industry-leading documentation standards; author comprehensive, high-impact Technical Support Bulletins, advanced architecture whitepapers, and authoritative root-cause analysis documents for broad internal and external consumption.Global Talent Enablement: Design, build, and deliver technical onboarding curriculums and advanced training frameworks. Actively mentor Senior and Core Support Engineers, conduct technical candidate screenings, and calibrate technical standards across global support theaters.Executive Advocacy: Act as a critical technical voice in Quarterly Business Reviews (QBRs) and high-stakes executive interactions, translating intricate, cross-vendor engineering issues into precise, business-impact terms for C-level stakeholders.Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.Required Qualifications8+ years of progressive, advanced experience in network operations, infrastructure engineering, or enterprise cybersecurity support.Education: Bachelor's or Master's degree in Computer Science, Information Technology, Computer Architecture, or equivalent practical/military experience.Mastery-Level Network Analysis: Comprehensive, authoritative knowledge of multi-vendor networking fabrics, complex routing architectures (e.g., advanced BGP topologies, OSPF, EIGRP), packet-level micro-flows, and deep OSI-layer fault isolation.Enterprise Security Architecture: Expert-level mastery of Next-Generation Firewalls (NGFW), Cloud Security Access Brokers (CASB), SASE architectures, Zero Trust network access (ZTNA), and advanced cryptographic tunneling protocols (IPsec, SSL/TLS).Identity & Modern Authentication Frameworks: In-depth technical proficiency with cloud-forward identity provider systems (IdP) and single sign-on (SSO) frameworks using advanced authentication protocols (e.g., SAML 2.0, OIDC, OAuth, along with standard RADIUS, TACACS+, and LDAP setups).Systemic Project & Time Optimization: Demonstrated success in leading cross-functional initiatives, balancing strategic architectural engineering projects alongside high-priority customer commitments.Skills that are a Plus:Tier-3/Expert-level industry certifications (e.g., CCIE Security, PCNSE, CISSP, or equivalent).Hands-on proficiency with scripting and automation architectures (Python, Shell, REST APIs) applied to massive network environments.Practical virtualization and cloud-native architecture engineering experience (AWS, Microsoft Azure, Google Cloud Platform, Kubernetes, or VMware ESXi).