Product Support T3 Engineer (Cybersecurity)

Location: Remote, United States only

Company

hirify.global provides a converged cloud network and security platform for enterprise customers, including SD-WAN and real-time threat protection.

What you will do

• Own customer issues from investigation through resolution, troubleshooting complex problems in production environments.
• Mentor support engineers across the support organization.
• Create and expand knowledge-base articles.
• Advocate for customers while collaborating with Engineering, Customer Success/Professional Services, and Product Management.
• Understand customer businesses, align their needs with Cato solutions, and support Standard and Designated Support Engineer programs.
• Monitor customer status, identify concerns and growth opportunities, and help improve Global Support Services.

Requirements

• Required experience as a Support Engineer in web, networking, or information-security companies.
• Required strong computer skills with emphasis on networking, TCP/IP, firewalls, and proxy servers.
• Required strong troubleshooting abilities and willingness to investigate complex technical problems in real production environments.
• Experience with a cloud or SaaS technology provider.
• Familiarity with VPNs, IPSec, security protocols, and standards.
• Excellent oral and written communication skills and a customer-focused approach.
• Ability to adapt, manage multiple simultaneous projects, and work efficiently in a rapidly changing environment.
• Ability to work effectively in a fast-paced environment and with a globally dispersed, cross-cultural team.

Culture & Benefits

• Customer-focused role within a rapidly scaling cloud network security company.
• Health, vision, and dental insurance.
• 401(k), stock options, and Health Savings/Flexible Spending Accounts.
• Flexible time off, paid parental leave, and disability benefits.
• Positive, collaborative, and adaptable working environment.