Support Enablement Engineer

We’re looking for a highly motivated Support Enablement Engineer who is passionate about training technical teams. This role focuses on developing and delivering advanced training and providing technical mentorship to higher-tier engineers. This role involves developing advanced training programs, handling feature testing and escalations with R&D, working closely with senior support staff, and driving technical excellence within the support organization.
As a member of the Support Enablement team, you will collaborate with global Support, R&D, and Product teams.

This position is based in Prague, Czech Republic, and involves working in a hybrid model.

*Hybrid model: 3 Days a week from the office, 2 days from home.

Responsibilities:   

• Train the higher tier Support engineers on complex configurations, advanced troubleshooting and new product features.
• Discover and challenge systemic gaps within Support knowledge and Support processes
• Develop and lead specialized workshops and labs to deepen technical expertise among higher tier engineers.
• Create comprehensive troubleshooting and deep-dive content for Support to reduce ticket resolution time and optimize resource use.
• Collaborate with headquarters in the testing of new product features and provide feedback on their supportability.
• Develop troubleshooting training for new features based on testing results and ensure support engineers are well-prepared for upcoming changes.
• Assist in resolving complex technical issues found in the field, providing guidance and expertise as needed.
• Provide feedback and development plans to support leadership to ensure continuous improvement.

Requirements:   

• Experienced Support Engineer (Senior Tier 3/Tech Lead) background from web/network/information security companies – Required.
• Strong computer skills with an emphasis on Networking, TCP/IP, TLS, Firewalls, and proxy servers – Required.
• Excellent oral and written communication skills with a passion for guiding and mentoring support and partner teams – Required.
• Great troubleshooting abilities and a passion for diving into complicated technical problems – Required.
• Proven experience in content creation, including developing training materials, knowledge base articles, and technical documentation – Required.
• Experience working with a Cloud, SaaS technology provider.
• Familiarity with VPNs, IPSec, security protocols, and standards.
• Team player, structured, responsible, and well-organized.
• Fluent in English, both written and spoken.