Note: The job is a remote job and is open to candidates in USA. Aviatrix is hiring a Staff Cloud Network Engineer for its Customer Support team. The role guides enterprise customers through adoption and integration of Aviatrix’s multicloud networking and security software, providing real-time technical support and strategy.
Responsibilities
- You will be a subject matter expert, serve as a technical escalation point for complex customer issues involving cloud networking, connectivity, security, and performance across multi-cloud environments
- Work closely with Sales, Solution Engineering, and Product Engineering teams to manage, troubleshoot, and resolve advanced technical issues for Aviatrix enterprise customers
- Lead the end-to-end resolution of complex customer problems related to deployment, integration, optimization, and upgrades of Aviatrix solutions
- Provide hands-on, production-level support, including live troubleshooting sessions, packet analysis, and root cause analysis (RCA) for critical customer incidents
- Act as the first line of defense for high-priority and escalated cases, coordinating with Engineering and Solution Engineering teams to ensure timely resolution
- Proactively identify, document, and report product defects, and advocate on behalf of customers to drive product quality improvements
- Collaborate closely with Senior Engineering and Support Leads on customer-reported bugs, reproduction steps, and validation of fixes
- Develop and maintain knowledge base articles, troubleshooting guides, best practices, and internal runbooks for complex scenarios
- Provide technical feedback to leadership on recurring issues, customer pain points, and recommended improvements to product and support processes
Skills
- 8+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles
- Strong understanding of networking fundamentals, including:
- Routing and switching
- BGP, OSPF
- TCP/IP, DNS, NAT
- IPsec VPN, SSL VPN
- Network troubleshooting and packet flow analysis
- Hands-on experience with cloud networking architectures across:
- Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)
- Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)
- Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)
- Strong experience in configuring, testing, and troubleshooting network and security products, such as:
- Cisco ISR / ASA
- Palo Alto, Check Point, Fortinet
- Juniper, Meraki
- Riverbed, Barracuda, SonicWall, Aruba, Sophos
- Solid understanding of virtualization, Linux internals, and infrastructure software
- Experience with Python, shell scripting, and automation, including log analysis and troubleshooting automation
- Ability to analyze logs, metrics, and traces to diagnose complex distributed system issues
- Strong communication skills to explain complex technical issues clearly to customers and internal stakeholders
- Ability to multi-task, prioritize, and work effectively in a fast-paced, customer-driven environment
- Bachelor's or Master's degree in Computer Science, Engineering, Mathematics, or equivalent practical experience
- Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus
Benefits
- Remote Monday-Friday role, working Pacific Time Zone hours.
- Bonus eligible.
- Equity.
- US: 100% of employee premiums and 88% of dependent(s) premiums covered for medical, dental and vision coverage.
- US: 401(k) match.
- US: Short and long-term disability.
- US: Life/AD&D insurance.
- US: $1,000/year education reimbursement.
- US: Flexible vacation policy.
- Outside the US: A comprehensive benefits package which, subject to regional variations, could include pension, private medical for you and dependents, generous holiday allowance, life assurance, long-term disability, annual wellbeing stipend.
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