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Senior Product Support Engineer
היברידימשרה מלאהתמיכה בלקוחותEnterprise SoftwareCybersecurity
Join a global product support team providing advanced technical support and cloud operations for enterprise Zero Trust security solutions. The role focuses on resolving complex customer and partner issues, improving product reliability, and collaborating with engineering, product management, sales,
תחומי אחריות
- Provide Tier 3 escalation support for complex Zero Trust platform issues
- Analyze, troubleshoot, and resolve issues escalated from lower support tiers
- Develop scripts, workarounds, and custom solutions for customers and partners
- Analyze product defects and collaborate with research and development and product management teams on fixes
- Provide technical training and create procedures and support documentation
- Deliver pre-sales and post-sales technical services
- Act as a subject-matter expert and technical lead in internal and external communications
- Collaborate with partners, technical assistance teams, product managers, sales engineers, and development engineering to support customer success
דרישות
- At least 5 years of experience in a technical support escalation role for a cloud-based solution
- Deep knowledge of DNS clients, servers, protocols, and DNS over HTTPS/TLS
- Experience with authentication technologies including SAML, Kerberos, NTLM, OIDC, and OAuth2
- Experience with on-premises and cloud hypervisors and platforms such as VMware, VirtualBox, Nutanix, Hyper-V, AWS, Azure, Docker, and Google Compute Engine
- Strong understanding of HTTP/S, web technologies, networking, TCP/IP, Linux, scripting, and security products
- Experience troubleshooting with Wireshark, browser developer tools, Fiddler, and Kibana
- Knowledge of Microsoft server technologies including Active Directory, Remote Desktop Services, and AD FS
יתרון
- Working knowledge of AI learning models