Senior Technical Support Engineer - Platinum Support (EMEA)

About the role

Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs. Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base. Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation.

What you'll do

• Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web
• Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering
• Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation
• Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments

What you need

• 5–9 yrs of experience
• Troubleshooting
• TCP/IP
• Networking
• Cloud security
• LLMs
• Root cause analysis
• Any graduate

Good to have

• CCNP
• Firewalls
• CISSP
• IAM
• Azure
• Python