Required Sr Technical Support Engineer (Cortex)
Your Career:
As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.
You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.
Your Impact:
Offer technical support to customers and partners
Effectively manage support cases from recording to resolution, including timely follow-ups
Conduct fault isolation and root cause analysis for technical issues
Author Technical Support Bulletins and other technical documentation in the Knowledge Base
Review technical content for training, marketing, manuals, and troubleshooting guides
Travel to customer sites for critical situations, expediting resolutions as needed
Provide configurations, troubleshooting, and best practices to customers
Collaborate with the Engineering team to influence product operability
Participate in weekend on-call rotation and provide after-hours support as required
Communicate complex technical issues effectively to internal and external stakeholders.
Your Career:
As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.
You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.
Your Impact:
Offer technical support to customers and partners
Effectively manage support cases from recording to resolution, including timely follow-ups
Conduct fault isolation and root cause analysis for technical issues
Author Technical Support Bulletins and other technical documentation in the Knowledge Base
Review technical content for training, marketing, manuals, and troubleshooting guides
Travel to customer sites for critical situations, expediting resolutions as needed
Provide configurations, troubleshooting, and best practices to customers
Collaborate with the Engineering team to influence product operability
Participate in weekend on-call rotation and provide after-hours support as required
Communicate complex technical issues effectively to internal and external stakeholders.
Requirements:
Experience working with EDR tools
Experience with strong communication and customer service skills
Required basic networking knowledge – Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
4+ years of experience as a Support Engineer
Excellent written and verbal communication skills
Strong customer advocacy skills and experience, ability to work in difficult customer situations
Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF).
Analytical troubleshooting skills in Linux, displaying problem-solving abilities
Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing
Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch – advantageous)
Experience working in a collaborative, 24×7 uptime environment with on-call responsibilities
Comfortable collaborating across diverse cross-functional teams with open communication
Previous experience in a customer-facing technical support role (Support Engineer) – advantageous
Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
Knowledge of Cloud infrastructure a plus
Experience in incident response is a plus
Experience with scripting is a plus
Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
A bachelor’s degree in computer science or related discipline (advantageous) or equivalent military experience required.
Experience working with EDR tools
Experience with strong communication and customer service skills
Required basic networking knowledge – Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
4+ years of experience as a Support Engineer
Excellent written and verbal communication skills
Strong customer advocacy skills and experience, ability to work in difficult customer situations
Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF).
Analytical troubleshooting skills in Linux, displaying problem-solving abilities
Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
Familiarity with Internet-based technologies, including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing
Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch – advantageous)
Experience working in a collaborative, 24×7 uptime environment with on-call responsibilities
Comfortable collaborating across diverse cross-functional teams with open communication
Previous experience in a customer-facing technical support role (Support Engineer) – advantageous
Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
Knowledge of Cloud infrastructure a plus
Experience in incident response is a plus
Experience with scripting is a plus
Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
A bachelor’s degree in computer science or related discipline (advantageous) or equivalent military experience required.
This position is open to all candidates.
