SeniorCloudNetworkEngineer–CustomerSupport

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. This is a weekend shift role, with working hours spanning Sunday through Thursday. KEY RESPONSIBILITIES: Work closely with sales and engineering teams to manage, troubleshoot and resolve technical issues and questions from Aviatrix enterprise customers. Report product issues to development and advocate for the customer to help Aviatrix deliver high-quality products. Develop and improve knowledge-based content, identifying gaps and enhancing troubleshooting guidance and best practices. Lead resolution of complex and high-priority customer support issues, coordinating and prioritizing timely resolutions with engineering and solution engineering teams. Provide "hands-on" support for complex customer environments and production issues. You will bring solutions to the leadership team, feedback on solutions recommended. Identify opportunities to improve case management workflows and support processes. KEY REQUIREMENTS: Minimum 5+ years of work experience in customer success, resident engineer, network engineer,