About The Company At ColorTokens Inc., we are dedicated to empowering organizations to maintain operational resilience amidst an increasingly complex cybersecurity landscape. Our innovative solutions focus on preventing the lateral spread of ransomware and advanced malware, enabling businesses to continue their critical operations even during security breaches. Our flagship platform, ColorTokens Xshield, provides unparalleled visibility into traffic patterns between workloads, OT/IoT/IoMT devices, and users, allowing for granular micro-perimeter enforcement, rapid asset isolation, and agile breach response.

Recognized as a leader in the Forrester Wave: Microsegmentation Solutions (Q3 2024), we serve global enterprises and help them avoid costly disruptions, ensuring their security and continuity. Our commitment to innovation and excellence positions us at the forefront of cybersecurity technology.

About The Role We are seeking a highly skilled Senior Technical Support Engineer (L3) to join our Product Support Engineering team. This role transcends traditional technical support, serving as the highest escalation point for complex customer issues. You will own deep troubleshooting, root cause analysis, product validation, and collaborate closely with Engineering, Product Management, and Customer Success teams.

Your expertise will directly influence product improvements, help resolve critical incidents, and contribute to building scalable knowledge bases through documentation and automation. The ideal candidate possesses a strong background in Linux, networking, firewall, and cybersecurity, combined with exceptional troubleshooting skills, customer communication, and a passion for solving intricate technical challenges.

Qualifications To succeed in this role, candidates should have at least 8+ years of experience in Technical Support, Product Support Engineering, or Network Security. A strong foundation in Linux/Unix administration,



networking, firewall technologies, and enterprise cybersecurity products is essential. Candidates should demonstrate a comprehensive understanding of networking protocols such as TCP/IP, HTTP/HTTPS, DNS, DHCP, routing, NAT, VLANs, VPN, load balancers, proxies, TLS/SSL, and the OSI model.

Hands-on experience with troubleshooting tools like Wireshark, tcpdump, OpenSSL, curl, Postman, Burp Suite, Fiddler, and netstat/ss is required.

Experience supporting cloud environments (AWS, Azure, GCP) and container platforms (Kubernetes, Docker) is highly desirable. Proficiency in scripting languages such as Python, Shell, Perl, or PowerShell for automation purposes is also preferred. Strong analytical skills, excellent communication, and the ability to collaborate across teams are vital attributes for this role.

Responsibilities Provide expert technical support for ColorTokens Xshield series products, maintaining a customer-centric approach in all interactions.

Own and resolve high-severity customer escalations (Sev-1/Sev-2), managing investigations from start to resolution.

Perform advanced troubleshooting across various platforms including Linux/Unix, Windows, networking, firewalls, cloud environments, containers, and security technologies.

Reproduce customer environments in lab settings to diagnose hardware, software, and network issues effectively.

Collaborate with Engineering teams to reproduce issues, identify product defects, validate fixes, and support new product releases.





Serve as a technical liaison between customers, engineering, product management, and customer success teams, ensuring clear and timely communication during incident resolution.

Create comprehensive RCA documents, knowledge articles, and technical documentation to enhance operational efficiency.

Develop automation scripts and diagnostic tools to streamline support processes and improve troubleshooting capabilities.

Advocate for customers by understanding their business impact and driving timely resolution of critical issues.

Continuously enhance support methodologies, documentation, and troubleshooting strategies while staying current with emerging technologies and industry trends.

Benefits Joining ColorTokens Inc. offers the opportunity to work on cutting-edge cybersecurity solutions within a dynamic startup environment. Employees benefit from collaborating with a world-class team of engineers and security experts, gaining exposure to innovative technologies and industry best practices. We support professional growth through ongoing learning opportunities and encourage initiative and ownership in your projects.

Our comprehensive benefits package includes competitive salary, health insurance, flexible work arrangements, professional development programs, and a collaborative, inclusive work culture designed to foster innovation and excellence.

Equal Opportunity ColorTokens Inc. is an equal chance employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other legally protected status.

We believe that diverse perspectives and experiences drive innovation and success, and we welcome applicants from all backgrounds to join our team.

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