Senior Support Engineer



Receive technically complex customer issues and maintain ownership of issue and customer communication until resolved completely. Interact with DevOps and Engineering as needed to resolve critical customer escalations. Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new Support Engineers. Develop and deliver technical training to other support engineers. Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas. Build support lab environment to reproduce, analyze and test customer issues and fixes in real-time Report software bugs and customer suggestions. Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability. Monitor alerts/alarms raised by monitoring tools for customer deployment; do the initial diagnosis and create tickets as done for customer-reported issues Participate in on-call rotation after business hours (weekday/weekend)

Total Experience:

3 Years of Experience.

Job Skills:

Solid hands-on working knowledge must include a combination of:

Networking – Firewalls, Routing/Switching/VLANs, Proxies/ Load Balancers, TCP/IP, WAN & LAN Protocols, DHCP, DNS


Read and analyze network traces

Virtualization and containers – VMware, Hyper-V, Docker, OpenStack

Cloud knowledge – AWS, Azure

Logging systems – Logstash, Elasticsearch, Kibana

Scripting with Python

Strong customer service, accurate and logical problem solving, communication skills, and the ability to work under pressure

Strong ability to work in a team environment and interact with cross-functional groups

Excellent verbal and written communication skills is a MUST

Networking certifications CCNP or JNCIP and QA experience a plus

3+ years relevant experience in Support, Professional Services, or Technical Account Management

B.S. Computer Science, Computer Engineering, or other equivalent degree/experience


  • Paid Medical, Vision and Dental insurance.

  • 401k with up to 5% company matching

  • Personal Training and Development Budget

  • Citibike and Zipcar memberships

  • Paid parental leave

  • Flexible work hours