Staff Cloud Network Engineer

ABOUT THE ROLE: Staff Cloud Network Engineer

As a Staff 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 will be a Monday-Friday role, working Pacific Time Zone hours.

KEY RESPONSIBILITIES

• You will be a subject matter expert, serve as a technical escalation point for complex customer issues involving cloud networking, connectivity, security, and performance across multi-cloud environments.
• Work closely with Sales, Solution Engineering, and Product Engineering teams to manage, troubleshoot, and resolve advanced technical issues for Aviatrix enterprise customers.
• Lead the end-to-end resolution of complex customer problems related to deployment, integration, optimization, and upgrades of Aviatrix solutions.
• Provide hands-on, production-level support, including live troubleshooting sessions, packet analysis, and root cause analysis (RCA) for critical customer incidents.
• Act as the first line of defense for high-priority and escalated cases, coordinating with Engineering and Solution Engineering teams to ensure timely resolution.
• Proactively identify, document, and report product defects, and advocate on behalf of customers to drive product quality improvements.
• Collaborate closely with Senior Engineering and Support Leads on customer-reported bugs, reproduction steps, and validation of fixes.
• Develop and maintain knowledge base articles, troubleshooting guides, best practices, and internal runbooks for complex scenarios.
• Provide technical feedback to leadership on recurring issues, customer pain points, and recommended improvements to product and support processes.

QUALIFICATIONS

• 8+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.
• Strong understanding of networking fundamentals, including:
  • Routing and switching
  • BGP, OSPF
  • TCP/IP, DNS, NAT
  • IPsec VPN, SSL VPN
  • Network troubleshooting and packet flow analysis
• Hands-on experience with cloud networking architectures across:
  • Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)
  • Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)
  • Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)
• Strong experience in configuring, testing, and troubleshooting network and security products, such as:
  • Cisco ISR / ASA
  • Palo Alto, Check Point, Fortinet
  • Juniper, Meraki
  • Riverbed, Barracuda, SonicWall, Aruba, Sophos
• Solid understanding of virtualization, Linux internals, and infrastructure software.
• Experience with Python, shell scripting, and automation, including log analysis and troubleshooting automation.
• Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus.
• Ability to analyze logs, metrics, and traces to diagnose complex distributed system issues.
• Strong communication skills to explain complex technical issues clearly to customers and internal stakeholders.
• Ability to multi-task, prioritize, and work effectively in a fast-paced, customer-driven environment.
• Bachelor’s or Master’s degree in Computer Science, Engineering, Mathematics, or equivalent practical experience.