Cloud Network Engineer II

About this role

Who We Are:

Aviatrix® is pioneering the Cloud Native Security Fabric — the architecture the Containment Era requires. The Cloud Native Security Fabric governs every workload communication path across every cloud, every VPC, every Kubernetes cluster, and every serverless function, from a single policy plane. One rule. Universal propagation. Enforced at the workload, not at a chokepoint. Trusted by more than 500 of the world's leading enterprises. For more information, visit aviatrix.ai

About the role:

As a Cloud Network Engineer 2, you will be a part of Aviatrix's Customer Support team. This position is a critical role within our organization as a part of our customers’ adoption of Aviatrix's enterprise multi-cloud Networking and Security Services Software. You will work alongside senior engineers and support leads to help customers achieve consistent adoption, accelerate integrations with our multi-cloud software products, and receive timely, high-quality technical support. You will handle a broad range of customer issues independently while growing your expertise in complex, multi-cloud environments.

KEY RESPONSIBILITIES:

• Handle customer-reported issues across cloud networking, connectivity, security, and performance in multi-cloud environments, resolving standard to moderately complex cases independently.

• Partner with Sales, Solution Engineering, and Product Engineering to troubleshoot issues for enterprise customers, with senior-engineer guidance as needed.

• Lead end-to-end resolution of assigned customer issues related to deployment, integration, optimization, and upgrades of Aviatrix solutions.

• Provide hands-on support including live troubleshooting sessions, packet analysis, and root cause analysis (RCA) for customer incidents.

• Serve as a reliable point of contact for assigned cases, ensuring timely updates, clear communication, and coordinated escalation to senior engineers or engineering teams when required.

• Identify, document, and report product defects, and provide detailed reproduction steps to assist Engineering in validating and resolving bugs.

• Collaborate with senior engineers and support leads on complex customer-reported bugs, contributing to reproduction, analysis, and verification of fixes.

• Contribute to knowledge base articles, troubleshooting guides, best practices, and internal runbooks for common and recurring scenarios.

• Provide structured technical feedback on recurring issues and customer pain points to senior engineers and support leads.

• Advise customers on cloud networking best practices when integrating Aviatrix with their existing cloud and on-premises environments.

• Participate in post-incident reviews and RCA discussions, contributing observations and supporting implementation of preventive solutions.

• Support process improvement initiatives by identifying inefficiencies and contributing to enhancements in case handling and support workflows.

KEY REQUIREMENTS:

• 2+ 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.

• Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus.

• 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.

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