Sr. Cloud Network Engineer – Customer Support

About this role

<div class="content-intro"><div> </div> <div><br></div></div><p></p> <p>Who We Are:</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 aviatrix.ai</p> <p> </p> <p>About the role:</p> <p>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.</p> <p>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.</p> <p>KEY RESPONSIBILITIES:</p> <p>· Serve as a technical escalation point for complex customer issues involving cloud networking, connectivity, security, and performance across multi-cloud environments.</p> <p>· Work closely with Sales, Solution Engineering, and Product Engineering teams to manage, troubleshoot, and resolve advanced technical issues for Aviatrix enterprise customers.</p> <p>· Lead the end-to-end resolution of complex customer problems related to deployment, integration, optimization, and upgrades of Aviatrix solutions.</p> <p>· Provide hands-on, production-level support, including live troubleshooting sessions, packet analysis, and root cause analysis (RCA) for critical customer incidents.</p> <p>· Act as the first line of defense for high-priority and escalated cases, coordinating with Engineering and Solution Engineering teams to ensure timely resolution.</p> <p>· Proactively identify, document, and report product defects, and advocate on behalf of customers to drive product quality improvements.</p> <p>· Collaborate closely with Senior Engineering and Support Leads on customer-reported bugs, reproduction steps, and validation of fixes.</p> <p>· Develop and maintain knowledge base articles, troubleshooting guides, best practices, and internal runbooks for complex scenarios.</p> <p>· Provide technical feedback to leadership on recurring issues, customer pain points, and recommended improvements to product and support processes.</p> <p>· Advise customers on cloud networking best practices and architectures when integrating Aviatrix with their existing cloud and on-premises environments.</p> <p>· Participate in post-incident reviews, RCA discussions, and contribute to long-term preventive solutions.</p> <p>· Identify and drive process improvements to enhance support efficiency, case handling quality, and customer satisfaction.</p> <p>· Mentor and guide junior cloud engineers, providing technical leadership, knowledge transfer, and career development support.</p> <p>· Participate in on-call rotations and provide after-hours support on a scheduled and non-scheduled basis as required.</p> <p> </p> <p>KEY REQUIREMENTS:</p> <p>· 5+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.</p> <p>· Strong understanding of networking fundamentals, including:</p> <p>o Routing and switching</p> <p>o BGP, OSPF</p> <p>o TCP/IP, DNS, NAT</p> <p>o IPsec VPN, SSL VPN</p> <p>o Network troubleshooting and packet flow analysis</p> <p>· Hands-on experience with cloud networking architectures across:</p> <p>o Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)</p> <p>o Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)</p> <p>o Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)</p> <p>· Strong experience in configuring, testing, and troubleshooting network and security products, such as:</p> <p>o Cisco ISR / ASA</p> <p>o Palo Alto, Check Point, Fortinet</p> <p>o Juniper, Meraki</p> <p>o Riverbed, Barracuda, SonicWall, Aruba, Sophos</p> <p>· Solid understanding of virtualization, Linux internals, and infrastructure software.</p> <p>· Experience with Python, shell scripting, and automation, including log analysis and troubleshooting automation.</p> <p>· Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus.</p> <p>· Ability to analyze logs, metrics, and traces to diagnose complex distributed system issues.</p> <p>· Strong communication skills to explain complex technical issues clearly to customers and internal stakeholders.</p> <p>· Ability to multi-task, prioritize, and work effectively in a fast-paced, customer-driven environment.</p> <p>· Bachelor’s or Master’s degree in Computer Science, Engineering, Mathematics, or equivalent practical experience. Watch our culture video: glimpse of life at Aviatrix</p> <p><strong>Watch our culture video:  </strong><a…