Network Security Engineer | Enterprise Support | SaaS | Linux | API | IOT Security Platform

We are looking for an experienced Technical Support Engineer with strong networking, Linux troubleshooting, and SaaS integration skills. You will own complex customer issues end-to-end, lead critical escalations, perform evidence-based root cause analysis, and collaborate with Engineering and Product teams to deliver effective resolutions.

Key Responsibilities

• Own complex technical issues from initial triage through resolution, documentation, and customer follow-up.
• Troubleshoot enterprise networking issues involving TCP/IP, DNS, DHCP, VLANs, routing, SNMP, and network traffic visibility.
• Analyze logs, packet captures, system behavior, and API responses to identify root causes.
• Troubleshoot Linux-based systems, services, processes, resource utilization, and network connectivity.
• Resolve issues involving REST APIs, HTTP/HTTPS, SAML/OAuth authentication, SSL/TLS certificates, and third-party integrations.
• Lead high-priority customer escalations, coordinate with Engineering and Product teams, and communicate resolution plans clearly.
• Reproduce customer issues and provide detailed technical evidence, including logs, packet captures, and troubleshooting steps.
• Develop knowledge base articles, technical documentation, and runbooks to improve support efficiency.

Required Skills & Qualifications

• 6+ years of experience in Technical Support Engineering, Network Engineering, Systems Engineering, SRE, or related roles.
• Strong hands-on networking and troubleshooting expertise across TCP/IP, DNS, DHCP, VLANs, SNMP, and network traffic analysis.
• Strong Linux command-line skills, log analysis, and system-level debugging.
• Experience with Wireshark, tcpdump, curl, Postman, and REST API troubleshooting.
• Knowledge of HTTP/HTTPS, SAML/OAuth, SSL/TLS certificates, and SaaS integrations.
• Proven experience in root cause analysis, production incidents, and high-severity customer escalations.
• Excellent customer communication, technical documentation, and cross-functional collaboration skills.

Good to Have

• Experience with VMware vSphere, ESXi, or vCenter.
• Exposure to IoT/IoMT, OT security, cybersecurity, or network visibility platforms.
• Familiarity with Kafka, Cassandra, PostgreSQL, or distributed systems.
• Experience with ServiceNow, Jira, Zendesk, or similar support tools.

Interested? Please write to [email protected] to get connected!