Sr. Technical Support Engineer, United States Government, XSIAM

Job Description

Your Career

As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Your Impact

Offer 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

Travel to customer sites for critical situations, expediting resolutions as needed

Provide configurations, troubleshooting, and best practices to customers

Collaborate with the Engineering team to influence product operability

Participate in weekend on-call rotation and provide after-hours support as required

Communicate complex technical issues effectively to internal and external stakeholders