Product Support Engineer

Responsibilities

Provide customer facing technical support to our largest accounts in a fast-paced work environment.
Become a technical expert on Cequence Security solutions.
Help our customers and partners with deploying Cequence products, on-boarding, and training.
Manage critical escalations.
Contribute to the support knowledge base, diagnostic tools, troubleshooting guides, and training curriculums.
Help develop best practices, white papers, threat analysis, competitive analysis, and feature enhancements.
Work closely with product management, engineering, marketing, and partners to improve the product and build customer satisfaction.

Required Skills And Experience

5 years of experience working with Cloud service providers like AWS, Azure, and GCP.
Experience with containerization technologies, like Docker and Kubernetes.
Experience with AWS including EC2, EKS, Route53, VPC, or the Azure or GCP equivalents.
Experience with scripting languages, like Python and shell-scripting.
Experience with data formats like XML, YAML, and JSON.
Experience with Linux-based servers.
Experience with server and configuration provisioning (Ansible, Terraform, Puppet) and source code management tools (Git, Subversion).
Experience with web services (nginx/Apache), data pipelining (Kafka, SQS), and data storage (SQL, Elasticsearch) technologies.
Prior working experience with L2-L7 networking including experience with security (firewalls, web application firewalls, etc.), switching, routing and application delivery products (load balancers, proxies, caches, etc.).
Expert troubleshooting and reasoning skills in all the above technologies.
Excellent written & oral communication skills with strong interpersonal, organizational and presentation skills.
Proven experience working on critical/complex system down issue and escalations.