Senior Resident Support Engineer

arcadia-talent-advisory; Ann Arbor (MI); On-site; USD 90,000 - 110,000; Full time

Job summary

arcadia-talent-advisory is seeking a Senior Resident Engineer in Ann Arbor, MI. This role requires deep technical expertise in network security products, with responsibilities including troubleshooting, optimizing solutions, and supporting enterprise customers.

The ideal candidate has over 5 years of experience in service delivery roles within enterprise networking, possesses advanced networking knowledge, and excels in customer engagement. Travel to customer sites may be required.

Qualifications

• 5+ years of experience in service delivery, technical support, or resident engineering roles.
• Experience with network monitoring and management tools.

Responsibilities

• Serve as the onsite technical SME for enterprise customers.
• Design, implement, troubleshoot, and optimize security solutions.
• Provide technical workshops and training for customer staff.
• Deliver technical presentations to customers and internal teams.

Skills

Advanced networking knowledge

Network security expertise

Customer engagement skills

Troubleshooting experience

Scripting and automation

Education

Bachelor's degree in Computer Science, Electrical Engineering, or related field

Tools

Wireshark

SolarWinds

SNMP

Job description

Overview

The Senior Resident Engineer serves as an onsite technical expert supporting enterprise customers and acting as a subject matter expert (SME) on network security products. This role requires deep technical expertise, strong customer engagement skills, and the ability to operate independently while ensuring the stability, optimization, and success of complex security deployments.

The ideal candidate combines advanced networking and security knowledge with hands‑on troubleshooting experience and a consultative, customer‑focused approach.

Key Responsibilities

• Serve as the onsite technical SME for enterprise customers, providing expert guidance on network security solutions
• Act as a trusted technical advisor to customer operational and design teams
• Design, implement, troubleshoot, and optimize security solutions deployed within customer environments
• Diagnose and resolve complex technical issues across networking and security infrastructure
• Replicate and validate customer configurations in lab environments when necessary
• Ensure deployed solutions meet operational and functional requirements from a technical standpoint
• Track, investigate, elevate, and validate software defects in coordination with engineering and support teams
• Lead and support software upgrades and root‑cause investigations
• Develop and maintain Method of Procedure (MOP) documentation for maintenance and operational activities
• Provide tuning and optimization guidance for installed security platforms
• Support customer security operations teams with attack mitigation efforts, including:
  • Pre‑attack preparation
  • Real‑time attack support
  • Post‑incident analysis and reviews
• Deliver technical workshops and on‑demand product training for customer staff
• Create customer‑specific technical documentation and knowledge materials
• Collaborate cross‑functionally with Technical Support, Engineering, Product Management, and Professional Services
• Support account teams by aligning technical strategy with broader sales objectives
• Continuously maintain and expand expertise on company products and solutions
• Deliver technical presentations to customers and internal teams
• Travel to customer sites as required

Required Qualifications & Skills

Education & Experience

• Bachelor's degree in Computer Science, Electrical Engineering, or related field (or equivalent experience)
• 5+ years of experience in service delivery, technical support, or resident engineering roles within enterprise networking environments

Networking & Security Expertise

• Advanced knowledge of networking fundamentals, including:
  • TCP/IP
  • Routing and Switching
  • BGP
  • MPLS
  • NetFlow
• Strong network security background, including DDoS detection and mitigation techniques
• Deep understanding of Internet and data security protocols:
  • HTTP/HTTPS
  • SSL/TLS
  • DNS
  • VPN
  • IPSec
  • GRE

Technical Skills

• Experience with network monitoring and management tools such as:
  • SNMP
  • MRTG
  • SolarWinds
• Expertise in packet analysis and troubleshooting using:
  • Wireshark
  • Tshark
• Intermediate to advanced experience administering Unix/Linux (and ideally Solaris) environments
• Scripting and automation experience preferred
• Exposure to virtualization and cloud environments