As a Support Enablement and Escalations Engineer on the Cortex Platform team, you will be at the crossroads of Support and Engineering, driving decisions as a thought leader within Global Customer Services. You will work with new products early in their lifecycle, provide training, resolve complex customer issues, and improve product supportability for our industry-leading Cortex products. This role requires excellent cross-functional collaboration with developers, product management, and customers. We seek top-tier candidates from support or engineering backgrounds for our small, impactful global team.
Your Impact
Enable TAC teams by assisting with ad hoc Q&A and providing structured training throughout the year.
Own critical technical issues by identifying widespread problems, creating guidelines, and communicating updates to relevant teams.
Impact new product development by defining supportability and usability requirements during design and post-release enhancement phases.
Develop and deliver technical training materials for TAC, such as white papers and presentations, on new products.
Develop internal tools for the TAC team to improve visibility and streamline troubleshooting processes.
Analyze support cases, trends, and escalations to identify and address knowledge gaps, supportability issues, and tooling needs.
Proactively identify and execute on unplanned projects that improve customer experience, reduce costs, or bolster security.
Your Impact
Enable TAC teams by assisting with ad hoc Q&A and providing structured training throughout the year.
Own critical technical issues by identifying widespread problems, creating guidelines, and communicating updates to relevant teams.
Impact new product development by defining supportability and usability requirements during design and post-release enhancement phases.
Develop and deliver technical training materials for TAC, such as white papers and presentations, on new products.
Develop internal tools for the TAC team to improve visibility and streamline troubleshooting processes.
Analyze support cases, trends, and escalations to identify and address knowledge gaps, supportability issues, and tooling needs.
Proactively identify and execute on unplanned projects that improve customer experience, reduce costs, or bolster security.
Requirements:
Your Experience
7+ years in support roles, working directly with large global customers and internal teams (DevOps, Engineering, QA, Product managers).
Excellent written and verbal communication skills.
Basic networking knowledge with the ability to troubleshoot TCP/IP issues with mixed applications and protocols.
Experience with Windows/Linux OS based applications, including installation, troubleshooting, and debugging.
Experience training internal technical teams.
Experience with Cloud Security software.
Preferred Qualifications
Experience as an Enablement Engineer or an Escalations Engineer.
The ability to read source code (C/C++/Python).
Scripting skills (JS/Python/Powershell).
Experience working with AI.
Experience running reports in SFDC, Jira, or Tableau to identify trends.
Your Experience
7+ years in support roles, working directly with large global customers and internal teams (DevOps, Engineering, QA, Product managers).
Excellent written and verbal communication skills.
Basic networking knowledge with the ability to troubleshoot TCP/IP issues with mixed applications and protocols.
Experience with Windows/Linux OS based applications, including installation, troubleshooting, and debugging.
Experience training internal technical teams.
Experience with Cloud Security software.
Preferred Qualifications
Experience as an Enablement Engineer or an Escalations Engineer.
The ability to read source code (C/C++/Python).
Scripting skills (JS/Python/Powershell).
Experience working with AI.
Experience running reports in SFDC, Jira, or Tableau to identify trends.
This position is open to all candidates.
