Job Description

Job Description

About Us

We’re a fast-growing, stealth startup building cutting-edge solutions in security. We want to redefine how modern enterprises protect and manage their networks — with agility, automation, and deep visibility.

As an early member of the team, you won’t just be solving customer issues — you’ll be shaping how we support our customers, influence our product roadmap, and scale our support function from the ground up.

What You’ll Do

• Be the first line of defense for our customers — troubleshoot complex network and firewall settings (Palo Alto, Fortinet, or similar).
• Work directly with early design-partner customers to ensure seamless onboarding, configuration, and ongoing success.
• Collaborate closely with Engineering and Product to relay customer feedback, identify root causes, and shape product improvements.
• Create the foundation for a world-class support process — documentation, escalation workflows, and tools.
• Build and maintain knowledge base articles, best practices, and internal troubleshooting guides.
• As the company scales, help hire, mentor, and lead a growing support team.

What We’re Looking For

• 4–6 years of hands-on experience in technical support or network operations, with firewalls, VPNs, and security appliances.
• Deep understanding of TCP/IP, routing, NAT, DNS, and firewall policies.
• Experience with Palo Alto Networks, Fortinet, Cisco, Meraki or similar security platforms.
• Excellent troubleshooting and communication skills — you can translate complex tech into customer-friendly guidance.
• A “build-from-scratch” mindset — you thrive in unstructured environments and enjoy creating clarity where none exists.
• Bonus: experience with scripting (Python, Bash, or REST APIs) and support tools like Zendesk, JIRA, HubSpot, or Freshdesk.

Why Join Us

• Be a founding member shaping the customer experience and support culture of a cybersecurity company from day one.
• Work directly with founders, engineers, and customers — your ideas will have immediate impact.
• Hybrid, flexible environment built for learning and ownership.
• Growth path to lead and scale a team as the company expands.

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