Make the complex
make sense.

Primary technical advisor to enterprise customers using ThousandEyes for digital experience monitoring, network visibility, and observability.

• Align technical account strategies with customer priorities, infrastructure needs, operational objectives, and ThousandEyes adoption goals.
• Design and optimize end-to-end observability with ThousandEyes, Splunk, Grafana, OpenTelemetry, webhooks, SD-WAN, and Dynatrace; advise on instrumentation, telemetry pipelines, and monitoring practices.
• Lead proactive health checks, architecture reviews, optimization assessments, workshops, and enablement to surface risks and help teams realize platform value.
• Coordinate complex escalations and root-cause investigations with customers and Support, Product, Engineering, SRE, DevOps, Platform Engineering, and Development teams; share recurring needs to inform product improvements.

Supporting enterprise firewall and network security deployments.

• Resolved approximately 70% of Palo Alto Firewall and Panorama support incidents within 24 hours.
• Delivered L2/L3 enterprise network and security support for Palo Alto Networks NGFW and Panorama, including policies, NAT, GlobalProtect, VPN, URL Filtering, and threat prevention.
• Implemented approved changes and troubleshot complex incidents through recovery and root-cause analysis using logs, packet captures, and configuration analysis.
• Communicated with customers, identified risk, and recommended firewall and cybersecurity improvements while coordinating escalations.

Enterprise firewall deployment and technical consulting.

• Supported Barracuda NextGen and CloudGen Firewall customers in a 24×7×365 technical support environment.
• Troubleshot firewall configuration, routing, connectivity, and performance issues using packet captures and log analysis.
• Supported firewall deployments and configurations across AWS, Microsoft Azure, and GCP, from implementation through operations.
• Managed customer cases, communicated progress against service-level commitments, led root-cause analysis, and recommended configuration and security improvements.

Enterprise networking and security operations across multi-site environments.

• Managed and configured enterprise network and security infrastructure across multi-site environments.
• Supported Juniper SRX, Palo Alto, Cisco ASA, Cisco Meraki, and Cisco network devices.
• Worked with customers and internal IT teams to troubleshoot critical network issues and maintain service availability.
• Used Wireshark and TCPDump to diagnose connectivity, latency, and performance problems.