Job SummaryThe TeamEngineering - Our engineering team is at the core of our products and connected directly to the mission of preventing cyberattacks. We are constantly innovating - challenging the way we, and the industry, think about cybersecurity. Our engineers don't shy away from building products to solve problems no one has pursued before. We define the industry instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.
Job SummaryAs a Principal Escalation Engineer, you will hold a highly visible, senior-level position on a growing team. This role requires a blend of customer management and deep technical expertise in telecommunication equipment and internet traffic. You will leverage your background in troubleshooting modern networks and understanding of internet protocols to resolve the most critical technical escalations that reach the executive level.
Key Responsibilities- Intercept, assist, and drive highly critical technical escalations that are raised to the executive engineering level.
- Serve as a primary technical point of contact for executive-level customers, effectively communicating situation status, root cause analysis, and resolution progress.
- Proactively collaborate with internal account teams to ensure alignment and provide status updates on critical customer issues.
- Address and clarify complex technical questions during high-stakes customer interactions, ensuring clarity and confidence.
- Analyze complex network issues, including dynamic routing and security protocols, to identify root causes and deliver robust solutions.
- Engage in open discussions regarding network design, security architecture, and other technical topics with both technical and non-technical stakeholders.
Qualifications Required Qualifications- BE/B.Tech degree, equivalent technical graduation, or equivalent military experience.
- Career-level experience in a technical support, service, or troubleshooting-related role within a network security or equipment vendor organization.
- Demonstrated experience as a technical lead in a relevant area of expertise.
- Proficiency in configuring and troubleshooting dynamic routing protocols, primarily BGP and OSPF.
- Strong skills in Layer 1-3 (OSI model) troubleshooting and packet capture analysis using tools like Wireshark.
- Experience troubleshooting VPNs (IPSec and SSL tunnels) and telecommunications hardware.
Preferred Qualifications- Advanced industry certifications such as JNCIE, CCIE, CCNP, or similar.
- Experience with cloud deployments and solutions in AWS, GCP, Azure, or KVM environments.
- Programming or scripting knowledge in languages like C, C++, or Python.
- Proven ability to explain complex technical issues effectively to non-technical audiences.
Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$147,000.00 - $237,500.00/yr
Our Commitment We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
Is role eligible for Immigration Sponsorship?: Yes
