Cloud Network Engineer II – Customer Support

About this role

<div class="content-intro"><div> </div> <div><br></div></div><p><span class="fontColorThemeDarkAlt"><strong>WHO WE ARE:  </strong></span></p> <p>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 <a href="http://aviatrix.ai" target="_blank">aviatrix.ai</a>. </p> <p> </p> <p><strong>ABOUT THE ROLE:</strong></p> <p>As a Cloud Network Engineer II, you will be a part of Aviatrix’s Customer Support team. You’ll support our customers through deployment, integration, and upgrades, contributing to quick and consistent adoption of Aviatrix’s multi-cloud software products. Working under the guidance of Senior and Staff engineers, you’ll own your ticket queue and grow your expertise across Aviatrix products and public cloud platforms. This is a weekend shift role, with working hours spanning either Tuesday through Saturday or Sunday through Thursday.</p> <p><strong>KEY RESPONSIBILITIES:</strong></p> <ul> <li>Work closely with sales and engineering teams to manage, troubleshoot, and resolve technical issues and questions from Aviatrix enterprise customers.</li> <li>Report product issues to development and advocate for the customer to help Aviatrix deliver high-quality products.</li> <li>Contribute to knowledge-based content, documenting known solutions and established best practices.</li> <li>Support resolution of customer support issues, escalating complex and high-priority matters to senior engineers with clear documentation.</li> <li>Provide technical support for standard customer environments, including deployment, upgrade, and configuration issues.</li> <li>Log all actions taken to resolve customer issues in the ticketing system, ensuring compliance with SLA/SLO requirements.</li> <li>Receive mentorship and guidance from Senior and Staff engineers to build technical depth and customer service skills.</li> </ul> <h4>KEY REQUIREMENTS:</h4> <ul> <li>Minimum 2+ years of work experience in customer support, network engineering, resident engineering, or similar roles.</li> <li>Solid understanding of networking, Routing, BGP, IPsec VPN, virtualization, Linux, and infrastructure software.</li> <li>Experience with Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform is a plus.</li> <li>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).</li> <li>Experience with Python, shell scripting, or automation is a plus.</li> <li>Experience with security products is a plus.</li> <li>Ability to multi-task and work in a dynamic environment.</li> <li>Availability to work a weekend shift schedule<strong>,</strong> including availability to provide after-hours support on a scheduled/non-scheduled basis</li> <li>BS or MS degree in Computer Science, Math, related technical field or equivalent practical experience.</li> <li>Availability to work a Sunday through Thursday <strong>shift schedule,</strong> including availability to provide after-hours support on a scheduled/non-scheduled basis</li> </ul> <p class="nitro-offscreen">The annual base salary range for this full-time position is<strong> </strong>$139,306-$163,890 + benefits + 401(k) match + equity and is bonus eligible. The pay range is determined by the role, work location, job-related skills, level, experience and relevant education.  The range displayed is applicable only for new hires for the listed position located in the US. Your Talent Acquisition Partner can share more details regarding salary ranges, benefits, and equity for your location during the hiring process.</p> <p>#LI-RACHEL #LI-Remote</p><div class="content-conclusion"><p><span style="font-size: 12pt;"><strong>BENEFITS</strong></span></p> <p><strong>US</strong>: We cover 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. </p> <p><strong>Outside the US:</strong> We offer 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</p> <p>Your total compensation package will be based on job-related knowledge, education, certifications and location, per our aligned ranges.</p> <p><strong><strong data-stringify-type="bold">About Aviatrix</strong> <br></strong><a href="https://www.aviatrix.com/"><strong><u>Aviatrix®</u></strong></a> is the cloud network security company trusted by more than 500 of the world’s leading…