Technical Support Engineer, Cortex Cloud

Your CareerYou will work directly with our valued customers to address their complex post-sales concerns, where analyzing situations or data requires an in-depth evaluation of multiple 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, possessing a strong ability to detail complex technical issues to both non-technical and technical professionals.You will regularly participate in technical discussions with multi-functional teams, fostering an environment of transparency that ultimately leads to improved products, enhanced working environments, and stronger cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure, which means you’ll need to move quickly, thoughtfully, and provide technical assistance as required (often, in high-pressure situations).Your ImpactOffer technical support to customers and partnersEffectively manage support cases from recording to resolution, including timely follow-upsConduct fault isolation and root cause analysis for technical issuesAuthor Technical Support Bulletins and other technical documentation in the Knowledge BaseReview technical content for training, marketing, manuals, and troubleshooting guidesTravel to customer sites for critical situations, expediting resolutions as neededProvide configurations, troubleshooting, and best practices to customersCollaborate with the Engineering team to influence product operabilityParticipate in weekend on-call rotation and provide after-hours support as requiredCommunicate complex technical issues effectively to internal and external stakeholders