Staff Technical Support Engineer, AI Access and SaaS Security

Your Career

• Provide advanced technical support to customers and partners, particularly in the areas of AI Access Security and SaaS Security
• Troubleshoot and resolve complex issues related to the safe adoption of GenAI apps and the protection of SaaS applications
• Offer best practices and configurations to optimize security solutions for our customers
• Manage and resolve support cases efficiently, ensuring timely follow-up and resolution
• Conduct fault isolation and root cause analysis for technical issues, providing clear documentation and updates
• Author and publish Technical Support Bulletins and other knowledge base documentation
• Collaborate with cross-functional teams to drive product improvements and customer success
• Travel to customer sites as needed to expedite resolution of critical situations
• Provide on-call support as required to address urgent customer needs

  Qualifications

  Your Experience

  Minimum
• 8+ years of experience in a technical support engineer role, with a focus on network security technologies
• Strong written and verbal communication skills, with the ability to explain complex technical issues to diverse audiences
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (SAML, LDAP, RADIUS, etc.)
• Experience with Firewall Central Management Systems and multi-factor authentication security systems
• In-depth knowledge of security services, including IDS/IPS, Firewalls, and network debugging across mixed media and protocols
• Ability to work flexible hours, including weekends and evenings, to support customers in different regions

Preferred

• Experience with Cloud Security and CASB services
• Familiarity with AWS, Azure, and/or GCP
• Experience with Linux, Unix, Windows, and MAC OS
• Knowledge of Cisco, Checkpoint, Juniper (Netscreen), and Fortinet technologies