Athena
Technical Network Security Support Engineer
Athena, Palo Alto, California, United States, 94306
Technical Network Security Support Engineer
Base pay range : $70,000.00/yr - $150,000.00/yr
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.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
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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.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
#J-18808-Ljbffr