Sr. Cloud Network Engineer

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