Sr. Cloud Network Engineer – Customer Support

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 Sr. Cloud Network Engineer, you will be a part of Aviatrix's Customer Support team. This position is a critical organization as a part of our customers’ adoption of Aviatrix's enterprise multi-cloud Networking and Security Services Software.

You'll guide our customers for quick and consistent adoption, accelerated integrations with our multi-cloud software products, and real-time support and strategy to ensure our customers are satisfied with Aviatrix's products.

KEY RESPONSIBILITIES:

· 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.

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

· Participate in post-incident reviews, RCA discussions, and contribute to long-term preventive solutions.

· Identify and drive process improvements to enhance support efficiency, case handling quality, and customer satisfaction.

· Mentor and guide junior cloud engineers, providing technical leadership, knowledge transfer, and career development support.

· Participate in on-call rotations and provide after-hours support on a scheduled and non-scheduled basis as required.

KEY REQUIREMENTS:

· 5+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.

· Strong understanding of networking fundamentals, including:

o Routing and switching

o BGP, OSPF

o TCP/IP, DNS, NAT

o IPsec VPN, SSL VPN

o Network troubleshooting and packet flow analysis

· Hands-on experience with cloud networking architectures across:

o Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)

o Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)

o Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)

· Strong experience in configuring, testing, and troubleshooting network and security products, such as:

o Cisco ISR / ASA

o Palo Alto, Check Point, Fortinet

o Juniper, Meraki

o 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. Watch our culture video: glimpse of life at Aviatrix

Watch our culture video: