Senior Resident Support Engineer

Overview The Senior Resident Engineer serves as an onsite technical expert supporting enterprise customers and acting as a subject matter expert (SME) on network security products. This role requires deep technical expertise, strong customer engagement skills, and the ability to operate independently while ensuring the stability, optimization, and success of complex security deployments. The ideal candidate combines advanced networking and security knowledge with hands-on troubleshooting experience and a consultative, customer-focused approach. Key Responsibilities Serve as the onsite technical SME for enterprise customers, providing expert guidance on network security solutions Act as a trusted technical advisor to customer operational and design teams Design, implement, troubleshoot, and optimize security solutions deployed within customer environments Diagnose and resolve complex technical issues across networking and security infrastructure Replicate and validate customer configurations in lab environments when necessary Ensure deployed solutions meet operational and functional requirements from a technical standpoint Track, investigate, escalate, and validate software defects in coordination with engineering and support teams Lead and support software upgrades and root-cause investigations Develop and maintain Method of Procedure (MOP) documentation for maintenance and operational activities Provide tuning and optimization guidance for installed security platforms Support customer security operations teams with attack mitigation efforts, including: Pre-attack preparation Real-time attack support Post-incident analysis and reviews Deliver technical workshops and on-demand product training for customer staff Create customer-specific technical documentation and knowledge materials Collaborate cross-functionally with Technical Support, Engineering, Product Management, and Professional Services Support account teams by aligning technical strategy with broader sales objectives Continuously maintain and expand expertise on company products and solutions Deliver technical presentations to customers and internal teams Travel to customer sites as required Required Qualifications & Skills Education & Experience Bachelors degree in Computer Science, Electrical Engineering, or related field (or equivalent experience) 5+ years of experience in service delivery, technical support, or resident engineering roles within enterprise networking environments Networking & Security Expertise Advanced knowledge of networking fundamentals, including: TCP/IP Routing and Switching BGP MPLS NetFlow Strong network security background, including DDoS detection and mitigation techniques Deep understanding of internet and data security protocols: HTTP/HTTPS SSL/TLS DNS VPN IPSec GRE Technical Skills Experience with network monitoring and management tools such as: SNMP MRTG SolarWinds Expertise in packet analysis and troubleshooting using: Wireshark Tshark Intermediate to advanced experience administering Unix/Linux (and ideally Solaris) environments Scripting and automation experience preferred Exposure to virtualization and cloud environments