Sr. Technical Support Engineer - Focused Services, Cortex XSOAR

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSOAR support team, you will serve our customer base by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails effectively, efficiently, and friendly within defined service level agreements. 

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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong capability of detailing complex technical issues to 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 provide the fast assistance they need to keep their environments secure – which means you’ll need to move quickly and thoughtfully and provide technical assistance as needed (often in high-pressure situations).

Your Impact

Provide Technical Support to customers and partners

Provide technical services, including writing scripts, troubleshooting, and best practices to customers

Respond to user-reported issues in adherence to established Service Level Agreements

Perform advanced troubleshooting at the application and OS levels, using your knowledge and relevant expertise

Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed on time

Provide fault isolation and root cause analysis for technical issues

Publish Technical Support Bulletins and other technical documentation in the Knowledge Base

Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Provide on-call support on an as-needed basis

Work with our Engineering team and influence the operability of the product

Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix

Provide timely feedback into the development process on customer-reported product problems

Document actions to effectively communicate information internally and to customers

Facilitate root cause investigations and manage the implementation of corrective and preventative measures