Role Description As a Sr. Cloud Network Engineer, you will be a part of Aviatrix's Customer Support team. This position is critical for our customers’ adoption of Aviatrix's enterprise multi-cloud Networking and Security Services Software. - Guide customers for quick and consistent adoption and accelerated integrations with our multi-cloud software products. - Provide real-time support and strategy to ensure customer satisfaction with Aviatrix's products. - This is a weekend shift role, with working hours spanning Sunday through Thursday. Qualifications - Minimum 5+ years of work experience in customer success, resident engineer, network engineer, or similar roles. - Solid understanding of networking, Routing, BGP, IPsec VPN, virtualization, Linux, and infrastructure software. - Experience with Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform is a plus. - Experience in configuring, testing, and troubleshooting various networking products/solutions (e.g., Cisco ISR routers, ASA firewalls, Meraki, Palo Alto Firewalls, Checkpoint, Juniper, Fortinet, Riverbed, Barracuda, Sonicwall, Aruba, Sophos). - Experience with Python, shell scripting, automation. - Experience with security products is a plus. - Ability to multi-task and work in a dynamic environment. - Availability to work a Sunday through Thursday shift schedule, including after-hours support on a scheduled/non-scheduled basis. Requirements - Report product issues to development and advocate for the customer to help Aviatrix deliver high-quality products. - Develop and improve knowledge-based content, identifying gaps and enhancing troubleshooting guidance and best practices. - Lead resolution of complex and high-priority customer support issues, coordinating and prioritizing timely resolutions with engineering and solution engineering teams. - Provide "hands-on" support for complex customer environments and production issues. - Bring solutions to the leadership team, providing feedback on recommended solutions. - Identify opportunities to improve case management workflows and support processes. Benefits - US: 100% of employee premiums and 88% of dependent(s) premiums for medical, dental, and vision coverage. - 401(k) match, short and long-term disability, life/AD&D insurance. - $1,000/year education reimbursement, and a flexible vacation policy. - Outside the US: Comprehensive benefits package which may include pension, private medical for you and dependents, generous holiday allowance, life assurance, long-term disability, annual wellbeing stipend. - Total compensation package based on job-related knowledge, education, certifications, and location.