Staff Cloud Network Engineer

<div class="content-intro"><div> </div> <div><br></div></div><p><span class="fontColorThemeDarkAlt"><strong>WHO WE ARE: </strong></span></p> <p>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 <a href="http://aviatrix.ai" target="_blank">aviatrix.ai</a>.</p> <p><strong>ABOUT THE ROLE: Staff Cloud Network Engineer </strong></p> <p>As a Staff 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.</p> <p>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.<strong> </strong></p> <p><strong>This will be a remote Monday-Friday role, working Pacific Time Zone hours.</strong></p> <p><strong>KEY RESPONSIBILITIES</strong></p> <ul> <li>You will be a subject matter expert, serve as a technical escalation point for complex customer issues involving cloud networking, connectivity, security, and performance across multi-cloud environments.</li> <li>Work closely with Sales, Solution Engineering, and Product Engineering teams to manage, troubleshoot, and resolve advanced technical issues for Aviatrix enterprise customers.</li> <li>Lead the end-to-end resolution of complex customer problems related to deployment, integration, optimization, and upgrades of Aviatrix solutions.</li> <li>Provide hands-on, production-level support, including live troubleshooting sessions, packet analysis, and root cause analysis (RCA) for critical customer incidents.</li> <li>Act as the first line of defense for high-priority and escalated cases, coordinating with Engineering and Solution Engineering teams to ensure timely resolution.</li> <li>Proactively identify, document, and report product defects, and advocate on behalf of customers to drive product quality improvements.</li> <li>Collaborate closely with Senior Engineering and Support Leads on customer-reported bugs, reproduction steps, and validation of fixes.</li> <li>Develop and maintain knowledge base articles, troubleshooting guides, best practices, and internal runbooks for complex scenarios.</li> <li>Provide technical feedback to leadership on recurring issues, customer pain points, and recommended improvements to product and support processes.</li> </ul> <p><strong>QUALIFICATIONS</strong></p> <ul> <li>8+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.</li> <li>Strong understanding of networking fundamentals, including: <ul> <li>Routing and switching</li> <li>BGP, OSPF</li> <li>TCP/IP, DNS, NAT</li> <li>IPsec VPN, SSL VPN</li> <li>Network troubleshooting and packet flow analysis</li> </ul> </li> <li>Hands-on experience with cloud networking architectures across: <ul> <li>Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)</li> <li>Microsoft