Product Support Engineer, Tier 3 (SASE)

TL;DR

Product Support Engineer, Tier 3 (SASE): Owning and managing customer issues and troubleshooting complex technical problems in real production environments with an accent on networking, security concepts, and cloud/SASE technology. Focus on diagnosing, identifying solutions, and collaborating with R&D and Product Management for full resolution.

Company

hirify.global is the first company to converge enterprise networking and security into one centralized and global cloud-delivered service, pioneering the SASE product category.

What you will do

• Own and manage customer issues, seeing problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions for customer issues.
• Work directly with R&D and Product Management for full resolutions of customer issues.
• Act as a trusted advisor to customers by deeply understanding their business and aligning needs with solutions.
• Advocate for customer needs internally while collaborating with product management, engineering, sales, and finance.
• Monitor customer status and identify both areas of concern and growth opportunities.

Requirements

• 2-3 years or more experience working as a Support Engineer (Tier 2-3) or Network Engineer.
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers.
• Technical experience with DNS, DHCP, NAT, HTTP/HTTPS, VOIP.
• Experience with VPNs, IPsec, BGP, security protocols, and standards.
• Familiarity with WAN/SD-WAN/MPLS networks.
• Great troubleshooting abilities and passion to dive into complicated technical problems.
• Ability to adapt and work efficiently in a rapidly changing dynamic environment.
• Solid command of the Japanese and English languages (written and spoken).

Nice to have

• Knowledge of security concepts such as CASB, DLP, IPS.
• Experience working with Cloud, SaaS technology providers.

Culture & Benefits

• Join a company building a cutting-edge enterprise network and secure cloud platform, on a fast track to becoming a worldwide market leader.
• Be part of building and expanding the company’s Global Support Services.
• Work with a globally dispersed, cross-cultural team.