Product Support Engineer – Junior T3

Now we are looking for a customer-focused and technically strong Product Support Engineer (Junior T3) to join our growing team. This role is ideal for a support engineer looking to step into a more advanced role, handling complex technical challenges and working closely with internal teams. 

This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SASE, today! 

Responsibilities: 

• Own and manage customer issues end-to-end, including complex technical cases 

• Research, diagnose, troubleshoot, and resolve issues in production environments 

• Work closely with R&D and Product Management to drive issue resolution and root cause analysis 

• Support customers during onboarding and ongoing lifecycle, ensuring timely and effective issue handling 

• Develop a solid understanding of customer environments to improve troubleshooting and resolution 

• Collaborate with internal teams including engineering, product, and sales 

• Monitor customer status and escalate risks or recurring issues when needed 

• Contribute to internal knowledge sharing, documentation, and support process improvements 

• Be part of building and improving global support services 

Requirements:

• 2–4 years of experience as a Support Engineer or Network Engineer 

• Ability to think creatively and use intuition alongside structured troubleshooting to resolve customer issues in a timely manner 

• Strong networking fundamentals: TCP/IP, routing, firewalls, packet analysis 

• Hands-on experience with DNS, DHCP, NAT, HTTP/HTTPS, VPNs, IPsec, and WAN/SD-WAN environments 

• Experience working with cloud/SaaS technologies (preferred) 

• Familiarity with security concepts such as IPS, CASB, DLP (advantage) 

• Good communication skills and ability to work with customers 

• Ability to manage multiple tasks in a fast-paced environment 

• Experience working with cross-functional and global teams