Technical Support Engineer (Cybersecurity)

Location: Plano, Texas, United States, or Santa Clara, California, United States. Most teams work from the office full time.

Annual base salary: $91,100–$147,400.

Company

Cybersecurity organization developing technologies and services to protect digital environments.

What you will do

• Diagnose and resolve customer networking and security issues through troubleshooting, configuration verification, and technical diagnostics.
• Own support cases from intake through resolution, including fault isolation, root-cause analysis, and ticket documentation.
• Reproduce customer issues and validate configurations by simulating network topologies in a lab environment.
• Collaborate with support, account, QA, and engineering teams to report product defects and track fixes.
• Document technical findings, configuration procedures, and troubleshooting techniques in the internal knowledge base.
• Use AI-powered diagnostic utilities, automated log analyzers, and machine-learning search tools to improve troubleshooting efficiency.

Requirements

• 2–4 years of experience in customer-facing technical support, network operations, or network security.
• Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent practical or military experience.
• Practical knowledge of TCP/IP, LAN/WAN, routing, switching, VLSM, CIDR, DHCP, and NAT.
• Hands-on experience capturing and analyzing packet traces with Wireshark, tcpdump, or similar tools.
• Experience diagnosing Remote Access VPN solutions using IPsec and SSL, plus foundational knowledge of RADIUS, TACACS+, and LDAP.
• New visa sponsorship is not available; applicants in OPT/CPT status who will require future sponsorship are not considered.

Nice to have

• CompTIA Security+ or an introductory cybersecurity certification.
• Familiarity with virtualization, hypervisors, or AWS, Azure, or VMware architectures.
• Basic familiarity with Unix/Linux and Windows environments.
• Exposure to multi-vendor security appliances, firewalls, or IDS/IPS.

Culture & Benefits

• Work focused on cybersecurity innovation and solving real-world security problems.
• Collaboration with support, account, QA, and engineering teams.
• Employee benefits may include restricted stock units and a bonus in addition to base salary.
• Reasonable accommodations are available for qualified individuals with disabilities or special needs.