Network Engineer - Tier 3

• Own complex customer issues through resolution, restoring AppGate ZTNA deployments to service and advising on configuration best practices as a product subject-matter expert.
• Facilitate software deployment in a customer environment and troubleshoot remote installation of the product.
• Collaborate regularly with our Development team to analyze log files and identify potential root causes and troubleshooting steps.
• Improve service reliability through root cause analysis and post mortem / after action.
• Write knowledge base articles and technical documentation for our public customer knowledge base, and 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, timely case records in our case management system to ensure AppGate delivers top-tier support.
• Serve as the escalation point for L2 support engineers, mentoring them and sharing knowledge to raise overall team capability.
• Participate in an on-call rotation with our other support engineers.

• Requires experience in configuring, supporting and managing broad and complex networks including:
• IP addressing and subnetting (IPv4 and IPv6), VLANs and network segmentation
• DNS and DHCP
• Networking fundamentals: TCP, UDP and NAT
• Packet capture and analysis with tools such as Wireshark and tcpdump
• Routing protocols
• VPN technologies: IPsec, SSL/TLS, site-to-site and remote access VPN
• Authentication protocols: LDAP, SAML, RADIUS, OIDC, multi-factor authentication (MFA)
• Hands-on experience with network security platforms, including next-generation firewalls and intrusion detection and prevention systems (IDS/IPS) from multiple vendors such as Cisco, Check Point, Palo Alto Networks, CrowdStrike and Zscaler.
• Functional and personal skills:
• Excellent verbal and written communication skills with the ability to bridge technical and business stakeholders
• At least five years of enterprise technical support or network engineering experience, including two or more years in an escalation (L3) role
• A cross-functional team player who can also work independently and adapt quickly to changing situations
• Customer-service oriented and able to manage multiple projects at the same time
• Passionate about problem solving and have good commercial sense when communicating with customers

• Cloud and virtualization platforms (AWS, Azure, GCP, VMware, OpenStack, Kubernetes)
• Experience with Windows, macOS, Linux, iOS and Android.
• Background supporting enterprise security or networking products
• Experience deploying or supporting ZTNA, secure access service edge (SASE) or SD-WAN architectures
• Scripting in Python, Bash or JavaScript for automation and log analysis
• Industry certifications such as CCNP, Network+, or a cloud provider certification

• None required as part of the core responsibilities.

• None required as part of the core responsibilities.