Cloud Network Engineer II – Customer Support

About this role

Aviatrix seeks a Cloud Network Engineer II to join their customer support team, providing technical assistance with multi-cloud deployments and troubleshooting for enterprise customers. This weekend-shift role involves managing support tickets, resolving networking issues, and collaborating with engineering teams while building expertise in cloud platforms and Aviatrix products.

What you'll do

• Troubleshoot and resolve technical issues from enterprise customers across deployment, integration, and upgrades
• Manage ticket queue and escalate complex issues to senior engineers with clear documentation
• Report product bugs to development and advocate for customer needs
• Create and maintain knowledge-based content documenting solutions and best practices
• Log all support actions in ticketing system to meet SLA/SLO requirements
• Receive mentorship from senior staff to develop technical and customer service expertise

What they're looking for

• Networking fundamentals (routing, BGP, IPsec VPN)
• Linux administration
• AWS, Azure, or Google Cloud Platform
• Network device configuration (Cisco, Palo Alto, Juniper, Fortinet, etc.)
• Troubleshooting and technical problem-solving
• Python or shell scripting
• Security products knowledge
• Multi-tasking and dynamic environment management

Benefits

• 100% of employee medical, dental, and vision premiums covered
• 88% of dependent premiums covered for medical, dental, vision
• 401(k) match
• Short and long-term disability insurance
• Life and AD&D insurance
• $1,000/year education reimbursement