Principal Support Engineer

  • Job Ref: 6846
  • Location: Sunnyvale, United States
  • Type: Permanent


Principal Support Engineer

As a Principal Support Engineer (PSE) you will be providing advanced support to our largest customers, you should have a very strong technical background and be very skilled at reproducing customer environments in order to perform root cause analysis.

Normal operations for the PSE will require managing critical issues, regular communication with customers, new product on-boarding and feature training as well as on-call support. In addition to the traditional PSE responsibilities, you will be deeply involved in defining and building the foundations for Customer Success.


  • Proactive and exceptional support to our largest customers.
  • Become a technical expert on our Security solutions and the go to person for any post-sales related technical issues.
  • Help our customers and partners with deploying our product, on-boarding and training.
  • Own and build the support knowledge base, diagnostic tools, troubleshooting guides, and training curriculums.
  • Contribute to best practices, white papers, threat analysis, competitive analysis and feature enhancements.
  • Work closely with product management, engineering, marketing and partners to improve the product and build customer satisfaction.

Required Skills/Experience

  • Over 10 plus years of experience supporting enterprise IT customers, or equivalent experience.
  • Proven experience working on critical/complex system down issue and escalations.
  • Excellent written & oral communication skills with strong interpersonal, organizational and presentation skills.
  • Expert troubleshooting and reasoning skills.
  • A deep understanding of web applications, database, & security environments.
  • Prior working experience with L2-L7 networking including experience with security (firewalls, web application firewalls, etc.), switching, routing and application delivery products (load balancers, proxies, caches, etc.).
  • Must have experience working with Linux.
  • Experience with Java development, Python, shell-scripting, and XML/JSON desired.

Desired Skills

  • Experience working with Docker and container orchestration tools is preferred.
  • Relevant industry certifications such as SANS, CISSP, etc. is a plus.


  • Bachelor degree in Computer Science or related technical field or equivalent work experience.

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers