We are looking for an intelligent and customer focused Product Support T2-T3 Engineer to join our team. In this role, you will be engaging with our customers during the post-sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship to take part in making the future of SD-WAN today. **Responsibilities**: - Own and manage customer issues and see problems throughout resolution. - Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping positive, and “can-do” attitude - Work directly with R&D; and Product Management on customer issues upon full resolutions - Be a focal point for the customer’s need and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions - Nurture the relationship with the customer through ongoing communication and periodic meetings - Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance - Track and monitor customer status and identify both areas of concern and growth opportunities - Be a part in building and expanding the company’s Global Support Services **Requirements**: - Has more than 3 years of experience working in the NOC or Network environment - Support Engineer (tier1-2)/Technical Account Manager/Pre-sales background from web/network/information - security companies (required) - Technical experience with BGP, OSPF, OSI, WAN/SD-WAN, and MPLS - Experience with ISP, DNS, DHCP, NAT, HTTP/HTTPS - Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers - Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments (required) - Experience working with Cloud, SaaS technology provider - Familiarity with VPNs, IPSec, security protocols, and standards - Excellent oral and written communication skills with a passion for working with customers - Ability to adapt and work efficiently in a rapid changing dynamic environment with willingness to manager multiple simultaneous projects - Ability to work effectively and thrive in fast paces environment **Salary**: $4,000,000 - $6,000,000 per month