Staff Technical Support Engineer - Platinum Support

About the role

As a Senior Technical Support Engineer for our Platinum Support team, you will provide advanced, post-sales technical solutions to our most valued customers. This role requires addressing complex issues where in-depth evaluation of multiple factors is essential.

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
• Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments
• Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs

What you need

• 9–16 yrs of experience
• Troubleshooting
• TCP/IP
• Networking
• Cloud security
• LLMs
• Root cause analysis
• Any graduate

Good to have

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