Technical Support Engineer, Cortex Cloud

Your CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).Your ImpactOffer technical support to customers and partners.Effectively manage support cases from recording to resolution, including timely follow-ups.Conduct fault isolation and root cause analysis for technical issues.Author Technical Support Bulletins and other technical documentation in the Knowledge Base.Review technical content for training, marketing, manuals, and troubleshooting guides.Provide configurations, troubleshooting, and best practices to customers.Collaborate with the Engineering team to influence product operability and user experience.Communicate complex technical issues effectively to internal and external stakeholders.Travel to customer sites for critical situations, expediting resolutions as needed.Provide support that includes mandatory weekend, holiday shift work and on-call support.  Support includes a blend of as-needed and rotational coverage, which is subject to change.