Staff Cloud Network Engineer

Aviatrix is hiring a Staff Cloud Network Engineer for its Customer Support team. The role guides enterprise customers through adoption and integration of Aviatrix’s multicloud networking and security software, providing real-time technical support and strategy.

Responsibilities:

• You will be a subject matter expert, 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

Requirements:

• 8+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles
• Strong understanding of networking fundamentals, including:
• Routing and switching
• BGP, OSPF
• TCP/IP, DNS, NAT
• IPsec VPN, SSL VPN
• Network troubleshooting and packet flow analysis
• Hands-on experience with cloud networking architectures across:
• Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)
• Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)
• Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)
• Strong experience in configuring, testing, and troubleshooting network and security products, such as:
• Cisco ISR / ASA
• Palo Alto, Check Point, Fortinet
• Juniper, Meraki
• 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
• 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
• Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus