ColorTokens - Senior Product Support Engineer

About ColorTokens : At ColorTokens, we empower businesses to stay operational and resilient in an increasingly complex cybersecurity landscape.Breaches happen but with our cutting-edge ColorTokens Xshield platform, companies can minimize the impact of breaches by preventing the lateral spread of ransomware and advanced malware.We enable organizations to continue operating while breaches are contained, ensuring critical assets remain protected.Our innovative platform provides unparalleled visibility into traffic patterns between workloads, OT/IoT/IoMT devices, and users, allowing businesses to enforce granular micro-perimeters, swiftly isolate key assets, and respond to breaches with agility.Recognized as a Leader in the Forrester Wave : Microsegmentation Solutions (Q3 2024), ColorTokens safeguards global enterprises and delivers significant savings by preventing costly disruptions.Our culture : We foster an environment that values customer focus, innovation, collaboration, mutual respect, and informed decision-making.We believe in alignment and empowerment so you can own and drive initiatives autonomously.Self-starters and highly motivated individuals will enjoy the rewarding experience of solving complex challenges that protect some of the worlds impactful organizations be it a childrens hospital, or a city, or the defense department of an entire country.Role Description : We are looking for a highly skilled Senior Technical Support Engineer (L3) to join our Product Support Engineering team.This role is far beyond traditional technical support.You will serve as the highest level of technical escalation for complex customer issues, owning deep troubleshooting, root cause analysis, product validation, and engineering collaboration.You will work directly with enterprise customers, Engineering, Product Management, and Customer Success to resolve critical issues, improve product quality, influence the product roadmap, and build scalable knowledge through documentation and automation.The ideal candidate combines strong Linux, networking, firewall, and cybersecurity expertise with exceptional troubleshooting skills, customer communication, and a passion for solving complex technical problems.Key Responsibilities : - Provide technical support for Xshield series products and customer centric approach with all ColorTokens partners.- Own and resolve complex Sev-1/Sev-2 customer escalations from investigation through resolution.- Perform advanced troubleshooting across Linux/Unix, Windows, networking, firewalls, cloud platforms, containers, and security technologies.- Troubleshoot complex hardware, software, and networking issues by reproducing customer environments in a lab.- Collaborate with Engineering to reproduce issues, identify product defects, validate fixes, and support new product releases.- Act as the technical liaison between customers, Engineering, Product Management, and Customer Success while ensuring timely communication throughout the incident lifecycle.- Create RCA documents, knowledge articles, and technical documentation to improve operational excellence.- Develop automation and diagnostic tools to improve support efficiency.- Act as a customer advocate by understanding business impact and driving timely resolution of critical issues.- Continuously improve support processes, documentation, and troubleshooting methodologies while staying current with emerging technologies.Requirements : - 8+ years of experience in Technical Support, Product Support Engineering, or Network Security.- Strong expertise in Linux/Unix administration, networking, firewall technologies, and enterprise cybersecurity products.- Strong understanding of networking technologies including TCP/IP, DNS, DHCP, Routing, NAT, VLANs, VPN, Load Balancers, Proxies, MTU, TLS/SSL, and OSI Model.- Experience analyzing system logs, network traffic, and incident artifacts to perform root cause analysis.- Hands-on experience with troubleshooting tools such as Wireshark, tcpdump, OpenSSL, curl, Postman, Burp Suite, Fiddler, netstat/ss, and related diagnostic utilities.- Experience supporting cloud environments (AWS, Azure, or GCP) and container platforms such as Kubernetes or Docker.- Experience with Python, Shell, Perl, or PowerShell scripting for automation and troubleshooting.- Excellent troubleshooting, customer communication, analytical, and cross-functional collaboration skills.- Familiarity with additional security tools and technologies.Key Attributes : - Excellent customer management and communication skills (verbal and written).- Ability to work effectively in a fast-paced, dynamic environment.- Strong problem-solving skills and attention to detail.- Proactive attitude towards learning and professional development.Why Join Us? : - Work on a cutting-edge cybersecurity product in a fast-paced startup environment.- Collaborate with a world-class team of engineers and security experts.- Opportunity to learn, grow, and make a real impact from day one. (ref:hirist.tech)