You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact
Provide customers on-site support, deployment and implementation, knowledge transfer, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Provide post sales technical support, while handling support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Work to reproduce customer issues and qualify critical issues
Publish Technical Support Bulletins and other user documentation in the Knowledge Base
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
Provide on-call support 24×7 on an as needed basis
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Work shoulder to shoulder with the Sales and Sales Engineering Teams.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact
Provide customers on-site support, deployment and implementation, knowledge transfer, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Provide post sales technical support, while handling support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Work to reproduce customer issues and qualify critical issues
Publish Technical Support Bulletins and other user documentation in the Knowledge Base
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
Provide on-call support 24×7 on an as needed basis
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Work shoulder to shoulder with the Sales and Sales Engineering Teams.
Requirements:
4+ years of deep technical knowledge and technical support with a strong customer focus or related experience
Experience with automation and orchestration concepts, including scripting, API usage, and workflow design; experience with SOAR platforms such as Cortex XSOAR – advantage
Proficiency with SIEM and analytics platforms such as IBM QRadar, Splunk, ArcSight, FortiSIEM, Trellix, and Cortex XSIAM, including parsing, correlation, data modeling, and dashboard development.
Hands-on experience deploying and supporting Endpoint security technologies and solutions, including EDR/XDR, SOAR, and SIEM platforms. (Palo Alto Cortex XDR, McAfee Endpoint Security, Data Loss Prevention (DLP), CrowdStrike, and Symantec products)
Strong scripting and automation skills using Python, Bash, and Powershell.
Experience building queries, correlations, detections, and dashboards in SIEM or analytics platforms.
Understanding of security detections, alerting, incident response workflows, and threat analysis methodologies, including familiarity with MITRE ATT&CK.
Experience investigating issues and incidents across network, endpoint, cloud, and identity domains, with the ability to identify root cause and reduce false positives.
Strong knowledge of networking technologies and protocols, including DNS, IP routing, SSH, FTP, HTTP/HTTPS, email routing, and Internet security.
Proven experience deploying, maintaining, and troubleshooting multi-vendor firewall environments, including Cisco, Check Point, Juniper, and Fortinet. Experience with Palo Alto Networks NGFW and VM-Series is a strong advantage.
Proficiency with Windows, Linux, macOS, iOS, and Android, including installation, troubleshooting, and debugging.
Experience with enterprise deployment and management tools such as SCCM, Group Policy, Active Directory, and JAMF.
4+ years of deep technical knowledge and technical support with a strong customer focus or related experience
Experience with automation and orchestration concepts, including scripting, API usage, and workflow design; experience with SOAR platforms such as Cortex XSOAR – advantage
Proficiency with SIEM and analytics platforms such as IBM QRadar, Splunk, ArcSight, FortiSIEM, Trellix, and Cortex XSIAM, including parsing, correlation, data modeling, and dashboard development.
Hands-on experience deploying and supporting Endpoint security technologies and solutions, including EDR/XDR, SOAR, and SIEM platforms. (Palo Alto Cortex XDR, McAfee Endpoint Security, Data Loss Prevention (DLP), CrowdStrike, and Symantec products)
Strong scripting and automation skills using Python, Bash, and Powershell.
Experience building queries, correlations, detections, and dashboards in SIEM or analytics platforms.
Understanding of security detections, alerting, incident response workflows, and threat analysis methodologies, including familiarity with MITRE ATT&CK.
Experience investigating issues and incidents across network, endpoint, cloud, and identity domains, with the ability to identify root cause and reduce false positives.
Strong knowledge of networking technologies and protocols, including DNS, IP routing, SSH, FTP, HTTP/HTTPS, email routing, and Internet security.
Proven experience deploying, maintaining, and troubleshooting multi-vendor firewall environments, including Cisco, Check Point, Juniper, and Fortinet. Experience with Palo Alto Networks NGFW and VM-Series is a strong advantage.
Proficiency with Windows, Linux, macOS, iOS, and Android, including installation, troubleshooting, and debugging.
Experience with enterprise deployment and management tools such as SCCM, Group Policy, Active Directory, and JAMF.
This position is open to all candidates.
