Product Support Engineer III - DLP

You are customer-obsessed.

You build deep empathy for the customer—both internal and external—and anchor your decisions in solving their real-world problems.

You understand that in a high-growth environment, speed and quality are not mutually exclusive.

8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products

Practical knowledge of networking and security products and enterprise network infrastructure

Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR

Engage with customers on escalated support issues or critical customer situations and participate in a 24x7 Support Operation and 24x7 on-call rotation

Interface with Engineering and assist the customer with testing or troubleshooting

Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base

Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle