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Sr. Cloud Network Engineer – Customer Support

1 week, 6 days ago
India
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
AWS Azure DNS Fortinet GCP IDS IPS Juniper Kubernetes Linux Palo Alto Python Serverless Shell Scripting TCP/IP
Apply Now
Aviatrix

Aviatrix

Aviatrix specializes in providing advanced cloud network security solutions through its Cloud Native Security Fabric, which is trusted by over 500 enterprises globally to ensure secure and high-performance networking for various workloads and industries.

Internet Software & Services
251-1K
Founded 2021
View All Jobs 5

Description

  • Serve as a technical escalation point for complex customer issues across cloud networking, connectivity, security, and performance.
  • Work with Sales, Solution Engineering, and Product Engineering to troubleshoot and resolve advanced customer issues.
  • Lead end-to-end resolution of deployment, integration, optimization, and upgrade problems for Aviatrix solutions.
  • Provide hands-on production support, including live troubleshooting, packet analysis, and root cause analysis for critical incidents.
  • Act as the first line of defense for high-priority and escalated cases and coordinate timely resolution with internal teams.
  • Identify, document, and report product defects while advocating for customer-driven product improvements.
  • Collaborate on customer-reported bugs, reproduction steps, and validation of fixes.
  • Develop and maintain knowledge base articles, troubleshooting guides, best practices, and internal runbooks.
  • Advise customers on cloud networking best practices and architectures for hybrid and multi-cloud environments.
  • Participate in post-incident reviews, RCA discussions, process improvements, and mentor junior cloud engineers.
  • Participate in on-call rotations and provide after-hours support as required.

Requirements

  • 5+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.
  • Strong understanding of networking fundamentals, including routing and switching, BGP, OSPF, TCP/IP, DNS, NAT, IPsec VPN, SSL VPN, and packet flow analysis.
  • Hands-on experience with cloud networking architectures in AWS, Azure, and GCP.
  • Experience configuring, testing, and troubleshooting network and security products such as Cisco ISR/ASA, Palo Alto, Check Point, Fortinet, Juniper, Meraki, Riverbed, Barracuda, SonicWall, Aruba, and Sophos.
  • Solid understanding of virtualization, Linux internals, and infrastructure software.
  • Experience with Python, shell scripting, and automation for log analysis and troubleshooting.
  • Familiarity with security concepts and products such as firewalls, IPS/IDS, segmentation, and zero-trust is a strong plus.
  • Ability to analyze logs, metrics, and traces to diagnose complex distributed system issues.
  • Strong communication skills for explaining complex technical issues to customers and internal stakeholders.
  • Bachelor’s or Master’s degree in Computer Science, Engineering, Mathematics, or equivalent practical experience.

Benefits

  • US: 100% of employee medical, dental, and vision premiums covered, plus 88% of dependent premiums.
  • 401(k) match.
  • Short- and long-term disability coverage.
  • Life and AD&D insurance.
  • $1,000 per year education reimbursement.
  • Flexible vacation policy.
  • Outside the US: comprehensive benefits that may include pension, private medical coverage for you and dependents, generous holiday allowance, life assurance, long-term disability, and an annual wellbeing stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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