Sr. Cloud Network Engineer

About the Role: Senior Cloud Network Engineer

As a Sr. Cloud Network Engineer, you will be a part of Aviatrix's Customer Support team. This position is a critical organization as a part of our customers’ adoption of Aviatrix's enterprise multi-cloud Networking and Security Services Software.

You'll guide our customers for quick and consistent adoption, accelerated integrations with our multi-cloud software products, and real-time support and strategy to ensure our customers are satisfied with Aviatrix's products. This is a weekend shift role, with working hours spanning Tuesday through Saturday (Pacific Time Zone shift schedule) Location: West Coast (preferred but flexible)

Key Responsibilities

• Work closely with sales and engineering teams to manage, troubleshoot and resolve technical issues and questions from Aviatrix enterprise customers.
• Report product issues to development and advocate for the customer to help Aviatrix deliver high-quality products.
• Develop and improve knowledge-based content, identifying gaps and enhancing troubleshooting guidance and best practices.
• Lead resolution of complex and high-priority customer support issues, coordinating and prioritizing timely resolutions with engineering and solution engineering teams.
• Provide "hands-on" support for complex customer environments and production issues.
• You will bring solutions to the leadership team, feedback on solutions recommended.
• Identify opportunities to improve case management workflows and support processes.
• Mentor Cloud Network Engineers and share technical best practices.

Qualifications

• Minimum 5+ years of work experience in customer success, resident engineer, network engineer, or similar roles.
• Solid understanding of networking, Routing, BGP, IPsec VPN, virtualization, Linux, and infrastructure software.
• Experience with Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform is a plus.
• Experience in configuring, testing, and troubleshooting various networking products/solutions (e.g., Cisco ISR routers, ASA firewalls, Meraki, Palo Alto Firewalls, Checkpoint, Juniper, Fortinet, Riverbed, Barracuda, Sonicwall, Aruba, Sophos)
• Experience with Python, shell scripting, automation.
• Experience with security products is a plus.
• Ability to multi-task and work in a dynamic environment.
• Availability to work a Tuesday - Saturday (Pacific time zone shift schedule), including availability to provide after-hours support on a scheduled/non-scheduled basis
• BS or MS degree in Computer Science, Math, related technical field or equivalent practical experience.