Sr. Technical Support Engineer (Cybersecurity)

TL;DR

Sr. Technical Support Engineer (Cybersecurity): Providing advanced technical support and root cause analysis for US Public Sector customers with an accent on virtualization, cloud security, and network protocols. Focus on solving complex post-sales issues, optimizing security infrastructure, and collaborating with engineering teams to resolve product defects.

Location: Plano, Texas, United States. U.S. citizenship is required.

Salary: $108,800 - $176,000 per year

Company

A global leader in cybersecurity dedicated to protecting the digital way of life through innovation and AI-driven security.

What you will do

• Provide advanced technical assistance and tailored solutions for Public Sector customers to optimize security infrastructure.
• Perform multi-vendor troubleshooting, root cause analysis, and fault isolation for complex engagements.
• Manage support cases from initiation to resolution with meticulous documentation and reporting in the ticketing system.
• Identify product defects through lab replication and collaborate with engineering and QA to file bug reports.
• Author Technical Support Bulletins and Knowledge Base documentation.
• Act as a designated customer advocate, conducting weekly reviews, upgrade planning, and quarterly business reviews.

Requirements

• U.S. citizenship is required.
• Minimum 5 years of network security experience, preferably with government or public sector clients.
• Proficiency in virtualization hypervisors such as VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, or Microsoft Hyper-V.
• Basic knowledge of AWS, Azure, GCP, or OCI installation, configuration, and administration.
• Strong understanding of networking (TCP/IP, Ethernet, VLAN, OSPF, BGP) and security protocols (IPSEC, SSL-VPN, NAT).
• Good understanding of Unix/Linux and Windows operating systems.

Nice to have

• Experience deploying third-party networking and security services into VMware NSX for vSphere.
• Experience with Cisco, Checkpoint, Juniper, or Fortinet products.
• Familiarity with AI concepts, traffic generation tools, and scripting languages.
• Previous experience supporting hirify.global products.

Culture & Benefits

• Office-centric culture promoting real-time problem-solving and stronger professional relationships with flexibility when needed.
• Comprehensive compensation package including base salary, restricted stock units (RSUs), and bonuses.
• Commitment to diversity, inclusion, and providing reasonable accommodations for individuals with disabilities.
• Opportunity to work with cutting-edge technology where AI is woven into the fabric of the product.