Sr. Technical Support Engineer, Platinum Support (SASE)

About the role

In this senior role, you will be a trusted technical partner for our valued customers, tackling their most complex post-sales challenges. You will apply in-depth analysis and critical thinking to resolve issues, acting as a key technical resource in high-pressure situations.

What you'll do

• Provide advanced post-sales technical support, including configuration, troubleshooting, and best practice guidance to customers via phone, email, and web
• Manage and own customer support cases from initial recording to final resolution, ensuring timely follow-up and effective communication
• Apply expert fault isolation and root cause analysis techniques to diagnose and resolve complex, multi-faceted technical issues in customer networks
• Proactively collaborate with Engineering and QA by reproducing customer issues to qualify and escalate critical bugs, ensuring alignment on solutions
• Deliver remote support for product deployments and conduct knowledge transfer sessions to empower customers and promote self-sufficiency

What you need

• 8–14 yrs of experience
• Firewalls
• TCP/IP
• Network security
• Troubleshooting
• Root cause analysis
• Customer success
• B.Sc or M.Sc

Good to have

• CISSP