Senior Cloud Network Engineer – Customer Support

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About this role

Senior Cloud Network Engineer – Customer Support Santa Clara, CA 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

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