Senior Networking & Security Escalation Engineer

SonicWall; San Jose (CA); On-site; USD 120,000 - 190,000; Full time

Job summary

SonicWall is seeking an experienced Escalation Engineer in San Jose, CA. The role focuses on resolving complex enterprise networking and security issues, collaborating with engineering and support teams to rapidly root-cause and fix problems.

The ideal candidate brings 7–10+ years of networking and security experience, strong problem-solving abilities, and excellent communication skills to manage critical incidents and customer relations.

Qualifications

• Bachelor's degree in CS, EE, or related field or equivalent experience.
• 7–10+ years of networking, network security, QA, or related engineering discipline.
• Proven crisis management and customer-facing problem-resolution experience.
• Ability to configure, analyze, and troubleshoot medium- to large-scale network environments.
• Strong verbal and written communication in remote/cross-functional settings.

Responsibilities

• Serve as SME for escalated issues from SonicWall Enterprise customers.
• Lead troubleshooting using tools like Wireshark, Netmon, and other diagnostics.
• Act as technical focal point for high-impact incidents and drive to resolution.
• Design, build, and maintain test environments to reproduce issues.
• Define test strategies and validation plans for networking/security products.
• Collaborate with Engineering, Support, QA, and Product teams to identify root causes and solutions.
• Manage multiple priorities in a high-pressure environment.

Skills

Networking basics

SSL testing

Troubleshooting

Escalation handling

Customer communication

Cross-functional collaboration

Problem-solving

Education

Bachelor's degree in CS/EE

Tools

IXIA

Spirent

Cisco switches

Juniper routers

Job description

SonicWall is seeking an experienced Escalation Engineer in San Jose, CA. The role focuses on resolving complex enterprise networking and security issues, collaborating with engineering and support teams to rapidly root-cause and fix problems.

The ideal candidate brings 7–10+ years of networking and security experience, strong problem-solving abilities, and excellent communication skills to manage critical incidents and customer relations.