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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in configuring and managing complex networks, with a strong focus on troubleshooting and resolving customer issues. Proficient in network security technologies and capable of delivering technical presentations and documentation.
Highest-signal resume keywords
Network Configuration ManagementVPN Technologies (IPsec, SSL/TLS)Packet Capture and Analysis (Wireshark, Tcpdump)Technical Support (L3 Escalation)Network Security Platforms (Firewalls, IDS/IPS)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IP Addressing and SubnettingDNS and DHCP KnowledgeTCP, UDP, and NAT FundamentalsRouting Protocols KnowledgeAuthentication Protocols (LDAP, SAML, RADIUS, OIDC, MFA)ZTNA, SASE, or SD-WAN SupportScripting (Python, Bash, JavaScript)Cloud Platforms (AWS, Azure, GCP)Network Simulation and Validation ToolsTechnical Documentation Writing
Soft Skills
Excellent Verbal and Written CommunicationCustomer-Service OrientationProblem-Solving AbilityAdaptability to Changing SituationsCross-Functional Collaboration
Tools & Technologies
AppGate ZTNACase Management SystemNetwork Security Platforms (Cisco, Check Point, Palo Alto Networks, CrowdStrike, Zscaler)Cloud-Based Lab EnvironmentsKnowledge Base Articles
Certifications & Qualifications
CCNPNetwork+Cloud Provider Certification
Industry Keywords
Enterprise Technical SupportNetwork EngineeringZTNA DeploymentsService Reliability ImprovementEscalation Support
Tech Stack
Tools & technologiesAndroidAWSAzureCloudDNSFirewallsGoogle Cloud PlatformiOSJavaScriptKubernetesLinuxMacOSOpenStackPythonVMware
About the role
Key responsibilities & impact- Own complex customer issues through resolution, restore AppGate ZTNA deployments to service, and advise on configuration best practices
- Facilitate software deployment in customer environments and troubleshoot remote product installations
- Collaborate with Development to analyze log files and identify potential root causes and troubleshooting steps
- Improve service reliability through root cause analysis and post-mortem/after-action activities
- Write knowledge base articles and technical documentation for the public customer knowledge base
- Deliver technical presentations to customers and internal teams
- Test and reproduce customer issues in internal and cloud-based lab environments using network simulation and validation tools
- Maintain accurate and timely case records in the case management system
- Serve as the escalation point for L2 support engineers, mentoring them and sharing knowledge
- Participate in an on-call rotation
Requirements
What you’ll need- Experience configuring, supporting, and managing broad and complex networks
- Knowledge of IP addressing and subnetting (IPv4 and IPv6), VLANs, and network segmentation
- Knowledge of DNS and DHCP
- Knowledge of TCP, UDP, and NAT networking fundamentals
- Packet capture and analysis using tools such as Wireshark and tcpdump
- Knowledge of routing protocols
- Experience with VPN technologies, including IPsec, SSL/TLS, site-to-site, and remote access VPN
- Knowledge of authentication protocols including LDAP, SAML, RADIUS, OIDC, and MFA
- Hands-on experience with network security platforms, including next-generation firewalls and IDS/IPS from multiple vendors such as Cisco, Check Point, Palo Alto Networks, CrowdStrike, and Zscaler
- Excellent verbal and written communication skills
- At least five years of enterprise technical support or network engineering experience
- Two or more years in an escalation (L3) role
- Ability to work cross-functionally and independently and adapt quickly to changing situations
- Customer-service orientation and ability to manage multiple projects simultaneously
- Problem-solving ability and good commercial sense when communicating with customers
- Preferred: experience with AWS, Azure, GCP, VMware, OpenStack, and Kubernetes
- Preferred: experience with Windows, macOS, Linux, iOS, and Android
- Preferred: background supporting enterprise security or networking products
- Preferred: experience deploying or supporting ZTNA, SASE, or SD-WAN architectures
- Preferred: scripting in Python, Bash, or JavaScript for automation and log analysis
- Preferred: industry certifications such as CCNP, Network+, or a cloud provider certification
Benefits
Comp & perks- Remote work arrangement
- No travel required as part of the core responsibilities