Sr. Technical Support Engineer, Focused Services

About the role

Technical Support - Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. As threats and technology change, we stay in step to accomplish our mission.

What you'll do

• Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting
• Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis
• Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility
• Collaborate closely with cross-functional teams—including Account, Sales
• Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning

What you need

• 5–9 yrs of experience
• Troubleshooting
• TCP/IP
• Networking
• Network security
• Firewalls
• Ticketing tools
• B.Sc or B.Tech or B.E.

Good to have

• VMware
• Windows
• Linux
• AWS
• Shell scripting
• Azure