Network Engineer - Tier 3

About AppGate

AppGate secures and protects an organization's most valuable assets with its high performance Zero Trust Network Access (ZTNA) solution. AppGate is the only direct-routed ZTNA solution built for peak performance, superior protection and seamless interoperability. AppGate safeguards Fortune 500 enterprises worldwide. Learn more at appgate.com.

About the Role

We are looking for a remote network engineer to provide enterprise-level support for our Zero Trust Network Access (ZTNA) solution. Due to the level of integration our Zero Trust platform has with network architectures, we need engineers with deep networking and troubleshooting skills to ensure our security solution continues to successfully meet our customer’s cybersecurity needs as those needs evolve and their networks change.

You will work closely with our customers’ IT administrators, network engineers, CIOs and CISOs, as well as our internal Deployment and Development teams. You will become deeply knowledgeable about AppGate ZTNA, its capabilities and why it has become a core component for many companies’ security postures.

Key Responsibilities
- Own complex customer issues through resolution, restoring AppGate ZTNA deployments to service and advising on configuration best practices as a product subject-matter expert.
- Facilitate software deployment in a customer environment and troubleshoot remote installation of the product.
- Collaborate regularly with our Development team to analyze log files and identify potential root causes and troubleshooting steps.
- Improve service reliability through root cause analysis and post mortem / after action.
- Write knowledge base articles and technical documentation for our public customer knowledge base, and deliver technical presentations to customers and internal teams.
- Test and reproduce customer issues in internal and cloud-based lab environments using network simulation and validation tools.

- Maintain accurate, timely case records in our case management system to ensure AppGate delivers top-tier support.
- Serve as the escalation point for L2 support engineers, mentoring them and sharing knowledge to raise overall team capability.
- Participate in an on-call rotation with our other support engineers.

Required Qualifications
- Requires experience in configuring, supporting and managing broad and complex networks including:
- IP addressing and subnetting (IPv4 and IPv6), VLANs and network segmentation
- DNS and DHCP
- Networking fundamentals: TCP, UDP and NAT
- Packet capture and analysis with tools such as Wireshark and tcpdump
- Routing protocols
- VPN technologies: IPsec, SSL/TLS, site-to-site and remote access VPN
- Authentication protocols: LDAP, SAML, RADIUS, OIDC, multi-factor authentication (MFA)
- Hands-on experience with network security platforms, including next-generation firewalls and intrusion detection and prevention systems (IDS/IPS) from multiple vendors such as Cisco, Check Point, Palo Alto Networks, CrowdStrike and Zscaler.

- Functional and personal skills:
- Excellent verbal and written communication skills with the ability to bridge technical and business stakeholders
- At least five years of enterprise technical support or network engineering experience, including two or more years in an escalation (L3) role
- A cross-functional team player who can also work independently and adapt quickly to changing situations
- Customer-service oriented and able to manage multiple projects at the same time
- Passionate about problem solving and have good commercial sense when communicating with customers

Preferred Qualifications
- Cloud and virtualization platforms (AWS, Azure, GCP, VMware, OpenStack, Kubernetes)
- Experience with Windows, macOS, Linux, iOS and Android.
- Background supporting enterprise security or networking products
- Experience deploying or supporting ZTNA, secure access service edge (SASE) or SD-WAN architectures
- Scripting in Python, Bash or JavaScript for automation and log analysis
- Industry certifications such as CCNP, Network+, or a cloud provider certification

Travel
- None required as part of the core responsibilities.

AppGate is An Equal Opportunity/Affirmative Action Employer and a federal contractor subject to the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974 as amended, and their corresponding regulations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Further, AppGate is an affirmative action employer committed to taking positive steps to employ, advance in employment and otherwise afford equal employment opportunity to protected veterans and individuals with disabilities. In furtherance of AppGate’s policy regarding affirmative action and equal employment opportunity, AppGate has developed a written affirmative action program. This program is available for review upon request by any applicant or employee during normal business hours by contacting the company’s EEO Coordinator.