Technical Support Engineer, Zero Trust

Description

The company runs one of the largest networks on the Internet, serving customers from individual bloggers to Fortune 500 companies.

The Customer Support team solves technical problems by phone, email, chat and social media, and passes customer needs back to the rest of the company to inform service and product development.

This role supports the largest and most technically advanced customers as they deploy and run Zero Trust solutions, and asks for strong problem solving and an interest in customer interaction.

Responsibilities

• Act as a trusted technical advisor for enterprise customers on the Zero Trust platform, including Access, Gateway, the company Tunnels, the company WAN and the company One client (formerly the company WARP client).
• Diagnose and resolve complex issues involving identity, device security and secure application access.
• Work directly with customers by phone, video conference (such as Zoom or Google Meet), chat and Salesforce tickets.
• Diagnose and fix configuration and integration problems with authentication protocols such as SSO, SAML and OIDC, and with network security settings.
• Write and maintain knowledge base articles, technical guides and troubleshooting documentation for internal teams and customers.
• Work with the Product, Engineering and Security teams to escalate and resolve advanced customer issues.
• Share feedback from customer interactions to guide product improvements and keep them aligned with user needs.
• Help customers identify and respond to security incidents using the company's threat intelligence and security tools.

Requirements

• At least 3 years working as a Support Engineer or Senior Support Engineer on networking or web security products.
• Strong troubleshooting and problem-solving skills, with the ability to explain complex ideas simply.
• Good customer service and communication skills, written and verbal.
• Ability to work both independently and as part of a team in a fast-moving, changing environment.
• Experience supporting and troubleshooting multi-factor mechanisms such as TOTP, SMS, FIDO, U2F, WebAuth, email and Push MFA.
• Hands-on experience with identity and access management systems (IdP, IAM, SCIM) such as Okta, Microsoft Entra or Ping, and solid knowledge of SAML and OIDC.
• Solid understanding of networking fundamentals, including DNS, VPNs, firewalls and traffic routing.
• Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
• Experience with PostgreSQL, MySQL, MS SQL or other database servers.
• Bachelor's degree in Computer Science, Information Systems, Cybersecurity or a related field, or equivalent experience; specialized bootcamps may count.
• Relevant certifications such as the company Certified Zero Trust Specialist, CISSP or CCSP are a plus.
• Experience building projects on the company or using its products is a plus.
• Available to work the weekend shift, Saturday and Sunday.

Conditions

Based in Austin, Texas, and expected to work from the Austin office twice a week.

Applicants who reach the offer stage may be asked to attend an in-person interview at a the company Office or the company Hub.

This role may involve information covered by U.S. export control laws, including the U.S. Export Administration Regulations. Any offer may depend on your authorization to receive controlled software or technology without sponsorship for an export license.

Benefits

• The company's Project Galileo provides its security tools at no cost to more than 2,400 journalism and civil society organizations in 111 countries.
• The company's Athenian Project provides free protection to more than 425 local government election websites across 33 states.
• The company runs 1.1.1.1, a free public DNS resolver that does not store client IP addresses.