Designated Support Engineer III

Role

We are looking for a Designated Support Engineer III to join our team in a hybrid capacity based in Bangalore, reporting to the Manager, Global Focal Support within our Support department. You will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.

What you'll do (Role Expectations)

• Provide second line phone/email consultation to independently debug complex security/network problems
• Interface with Engineering and assist the customer with testing or troubleshooting
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
• Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base
• Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle

Who You Are (Success Profile)

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what's needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are customer-obsessed. You build deep empathy for the customer—both internal and external—and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success.
• You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action, delivering high-impact results quickly to win for the customer and the team.

What We're Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• 5+ years of support and networking experience, including general firewalls and packet filtering troubleshooting
• Proficient in using Wireshark, Fiddler, MTR, and traceroute to analyze network and application protocols, isolate faults, diagnose packet loss, and resolve unexpected session resets.
• Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels, combined with leveraging PAC files to optimize network pathing and traffic flow
• Deep expertise in enterprise authentication (SAML, Kerberos), application-layer mechanics (HTTP methods), IPv4/IPv6 routing, and DNS administration

What Will Make You Stand Out (Preferred Qualifications)

• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Prior knowledge of Forward Proxy and cloud environments like AWS and Azure
• Direct experience working in Firewall and VPN/Zero Trust environments