Onboarding EngineerDepartment: Support
Employment Type: Full Time
Location: Texas - Remote
DescriptionYou were going to look at it for five minutes. Now you have a test environment, a packet capture, and an unreasonable amount of interest in why it works on one laptop but not the other.
Portnox is hiring an
Onboarding Engineer to lead customer deployments of our cloud-native network access control solutions. You'll learn the product deeply, understand each customer's environment, and take implementations from the post-sales handoff through production, administrator training, and transition to ongoing support.
You'll work across networking, identity, and endpoint management, and help turn what you learn into better deployment practices.
Key Responsibilities- Discovery and planning: Understand the customer's environment, confirm scope and prerequisites, and build a plan with owners, milestones, and acceptance criteria. Some customers arrive without a completed POC; establish what still needs validation.
- Customer leadership: Lead technical working sessions, explain recommendations, and address blockers, scope changes, and unrealistic expectations early.
- Implementation: Guide wired and wireless deployments involving 802.1X, RADIUS, certificates, identity integrations, device compliance, and access policies.
- Troubleshooting: Use logs, packet captures, and controlled testing to isolate problems. "Nothing changed" is useful context. You'll still check.
- Production rollout: Plan pilots, phased deployment, validation, and rollback procedures with customer teams.
- Escalation and follow-through: Bring Support, Engineering, and Product into issues with clear evidence. Keep customer communication and next steps owned.
- Training and transition: Train administrators, document the deployed configuration, confirm agreed outcomes, and complete the handoff with outstanding work and receiving owners clearly recorded.
Skills, Knowledge, and Expertise- Technical foundation: Strong understanding of TCP/IP, DNS, DHCP, VLANs, routing, switching, and wireless connectivity.
- Relevant experience: Experience owning technical implementations or resolving difficult infrastructure problems. Be able to explain your decisions and results.
- Independent product learning: Prior 802.1X experience isn't required. Taking responsibility for learning it is. Drive your own ramp-up through documentation, hands-on testing, and focused questions. Identify knowledge gaps and close them without daily assignments.
- Troubleshooting judgment: Test assumptions, follow evidence, and know when to involve others. Bring your observations and what you've already tried.
- Customer communication: Lead technical conversations, explain tradeoffs, and stay patient under pressure. Certificates rarely respond to motivational speeches.
- Organization and ownership: Manage several implementations, follow up without reminders, and surface risks while there's time to act.
- Helpful experience: Identity platforms, endpoint management, and certificates; tools such as Entra ID, Active Directory, Intune, Jamf, or Okta. Experience with Portnox, Cisco ISE, Aruba ClearPass, Forescout, or Microsoft NPS is a bonus.
