Sr. Cloud Network Engineer - Customer Support

Who We Are:

Aviatrix is pioneering the Cloud Native Security Fabric - the architecture the Containment Era requires. The Cloud Native Security Fabric governs every workload communication path across every cloud, every VPC, every Kubernetes cluster, and every serverless function, from a single policy plane. One rule. Universal propagation. Enforced at the workload, not at a chokepoint. Trusted by more than 500 of the world's leading enterprises. For more information, visit aviatrix.ai

About the role:

As a Sr. Cloud Network Engineer, you will be a part of Aviatrix's Customer Support team. This position is a critical organization as a part of our customers' adoption of Aviatrix's enterprise multi-cloud Networking and Security Services Software.

You'll guide our customers for quick and consistent adoption, accelerated integrations with our multi-cloud software products, and real-time support and strategy to ensure our customers are satisfied with Aviatrix's products.

KEY RESPONSIBILITIES:

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.

Advise customers on cloud networking best practices and architectures when integrating Aviatrix with their existing cloud and on-premises environments.

Participate in post-incident reviews, RCA discussions, and contribute to long-term preventive solutions.

Identify and drive process improvements to enhance support efficiency, case handling quality, and customer satisfaction.

Mentor and guide junior cloud engineers, providing technical leadership, knowledge transfer, and career development support.

Participate in on-call rotations and provide after-hours support on a scheduled and non-scheduled basis as required.

KEY REQUIREMENTS:

5+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.

Strong understanding of networking fundamentals, including:

o Routing and switching

o BGP, OSPF

o TCP/IP, DNS, NAT

o IPsec VPN, SSL VPN

o Network troubleshooting and packet flow analysis

Hands-on experience with cloud networking architectures across:

o Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)

o Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)

o Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)

Strong experience in configuring, testing, and troubleshooting network and security products, such as:

o Cisco ISR / ASA

o Palo Alto, Check Point, Fortinet

o Juniper, Meraki

o 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.

Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus.

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. Watch our culture video: glimpse of life at Aviatrix

Watch our culture video: glimpse of life at Aviatrix