Sr. Technical Support Engineer, United States Government, XSOAR

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSOAR support team, you will serve our customer base providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

Your Impact

Respond to user-reported issues in adherence to established Service Level Agreements

Triage customer reported issues and respond to them via ticketing system, phone or remote sessions

Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise 

Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix

Provide timely feedback into the development process on customer-reported product problems

Document actions to effectively communicate information internally and to customers

Facilitate root cause investigations and manage the implementation of corrective and preventative measures