Senior Technical Support Engineer, Focused Services, NGFW

Jobtailor; California (MO); On-site; USD 90,000 - 140,000; Full time

Job summary

Jobtailor is seeking an experienced Network Security Support Engineer to own complex customer cases, diagnose across OSI layers, and drive root-cause analysis with AI-powered tools. You will work with cross-functional teams to address defects and deliver tailored security guidance.

The role requires 5+ years in network security or enterprise technical support, strong packet-flow expertise, and proficiency with tools like Wireshark and GNS3. Weekend/on-call shifts are part of the rotation.

Qualifications

• Bachelor's degree in a technical field required or equivalent military experience.
• 5+ years of progressive experience in network security or enterprise technical support engineering.
• Deep understanding of packet flow across OSI layers and networking operations (TCP/UDP, SNMP, IPv6, VLSM, CIDR, NAT).
• Advanced proficiency with network troubleshooting tools (Wireshark, tcpdump).
• Strong grasp of enterprise authentication and directory protocols (LDAP, TACACS+, Radius).
• Excellent written and verbal communication skills; ability to explain technical issues to diverse audiences.

Responsibilities

• Deliver expert-level technical assistance to customers, owning support cases end-to-end.
• Replicate network issues in a lab to validate configurations and expedite resolution.
• Leverage AI-powered tools to accelerate root-cause analysis and multi-vendor troubleshooting.
• Act as a designated advocate driving customer success and aligning with business objectives.
• Collaborate with cross-functional teams (Account, Sales, Engineering, QA) on defects and improvements.
• Author Technical Support Bulletins and troubleshooting guides for internal and customer resources.
• Provide weekend, holiday shifts and on-call support as part of rotated coverage.

Skills

Advanced Network Analysis & OSI Debug

Diagnostic Tool Expertise

Authentication Integration

Stakeholder Communication

Network Security

Packet Flow Analysis

Wireshark

Tcpdump

Education

BS in Computer Science / IT / EE / related field

Tools

GNS3

AI-Powered Diagnostic Utilities

Automated Log Analyzers

Job description

• Deliver expert-level technical assistance to customers, taking complete ownership of support cases including multi-vendor troubleshooting and fault isolation.
• Replicate customer network issues and validate configurations in a lab environment to expedite resolution.
• Leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root-cause analysis, optimize multi-vendor troubleshooting workflows, and decrease time-to-resolution for complex network security events.
• Act as a designated advocate driving customer success. Understand unique implementations and business objectives to deliver tailored support, including structured weekly reviews, root cause analysis, upgrade planning, release assessments, and QBRs.
• Partner effectively with stakeholders beyond the immediate domain, engaging with cross-functional teams (Account, Sales, Engineering, QA) to address software defects, enhancements, and strategic customer requests.
• Author Technical Support Bulletins and troubleshooting guides to enhance internal and customer-facing resource repositories.
• Driving technical enablement by conducting screenings and onboarding new hires on technical/soft skills. Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Requirements

• 5+ years of progressive experience in network security or enterprise technical support engineering.
• Education: BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience / equivalent military experience required.
• Advanced Network Analysis & OSI Debugging: Deep understanding of packet flow across multiple OSI layers, along with advanced knowledge of networking operations (TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT).
• Diagnostic Tool Expertise: High proficiency with advanced network troubleshooting tools (e.g., Wireshark, tcpdump, GNS3).
• Authentication Integration: Strong grasp of enterprise authentication and directory protocols (LDAP, TACACS+, Radius).
• Stakeholder Communication: Excellent written and verbal communication skills; proven track record of clearly articulating technical issues to both technical and non-technical audiences, explaining technical impact in crisp business terms to executive and C-level stakeholders.

Core Competencies

Demonstrates expertise in network security and technical support engineering, with a strong focus on advanced network analysis, troubleshooting, and stakeholder communication. Capable of leveraging diagnostic tools and methodologies to enhance customer success and optimize support processes.

Highest-signal resume keywords

• Network Security Expertise
• Advanced Network Analysis & OSI Debugging
• Diagnostic Tool Expertise
• Authentication Integration
• Stakeholder Communication

ATS Optimization Keywords

Hard Skills

• Network Security
• Packet Flow Analysis
• TCP and UDP
• SNMP
• IPv6
• VLSM
• CIDR
• NAT
• Wireshark
• Tcpdump

Soft Skills

• Excellent Written Communication
• Excellent Verbal Communication

Industry Keywords

• Technical Support Engineering
• Enterprise Authentication
• Directory Protocols
• LDAP
• TACACS+
• Radius

Tools & Technologies

• GNS3
• AI-Powered Diagnostic Utilities
• Automated Log Analyzers