Staff Technical Support Engineer

Operate as a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

Key Responsibility Area:

• Offer advanced-level technical assistance to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
• Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with other teams
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with engineering and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Travel to customer sites in the event of a critical situation to expedite resolution as required

Communication skills:

• Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business

Problem-solving and decision-making skills :

• Experience in being able to assess a situation, troubleshoot and problem solve as required to avoid escalations

Technical skills

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