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When leading companies choose our company Cloud, it's a huge win for spreading the power of cloud computing globally. Once educational institutions, government agencies, and other businesses sign on to use our company Cloud products, you come in to facilitate making their work more productive, mobile, and collaborative. You listen and deliver what is most helpful for the customer. You assist fellow sales our companys by problem-solving key technical issues for our customers. You liaise with the product marketing management and engineering teams to stay on top of industry trends and devise enhancements to our company Cloud products.
As a Customer Engineer, you will partner with technical Sales teams as a subject matter expert in Artificial Intelligence and Machine Learning (AI/ML) to differentiate our company Cloud to our customers. You will help prospective and existing customers and partners understand the power of our company Cloud, develop creative cloud solutions and architectures to solve their business issues, engage in proofs-of-concepts, and troubleshoot any technical questions and roadblocks. You will use your expertise and presentation skills to engage with customers to understand their business and technical requirements, and persuasively present practical and useful solutions on our company Cloud. You will have excellent technical, communication and organizational skills. You will partner with internal engineering stakeholders to improve products and build solutions, optimizing for results when in production and identifying innovative ways to multiply the impact of the team as a whole.

our Cloud accelerates every organizations ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage our companys cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to our company Cloud as their trusted partner to enable growth and solve their most critical business problems.
Responsibilities
Work with the team to identify and qualify business opportunities, understand key customer technical objections, and develop the strategy to resolve technical blockers.
Share in-depth AI/ML expertise to support the technical relationship with customers, including technology advocacy, supporting bid responses, product and solution briefings, proof-of-concept work, and partnering directly with product management to prioritize solutions impacting customer adoption to our company Cloud.
Work directly with our company Cloud products to demonstrate and prototype integrations in customer and partner environments.

we are seeking a self-motivated, adaptable, and quick-learningApplication Help Desk Administratorto provide internal front-facing support for our company employees and internal business processes.
This role covers bothcomputer and mobile phone environments, supporting our company specificenterprise applications and related IT services. You will be responsible for coordinating and communicating with employees worldwide to ensure expedient resolutions to technical issues and requests.
Key Responsibilities
Providing technical, personalized service to our company employees.
Delivering global support for our company IT applications and internal business processes, working closely with development teams and business leads.
Handling tickets, providing in-person assistance, and delivering remote support to employees worldwide.
Supporting all user access management tasks as part of the full user life cycle (onboarding, changes, offboarding).
Administration and maintenance of access management.
Introducing policies, procedures, and technologies to proactively respond to trouble areas in service delivery.
Additional responsibilities based on business requirements.

We are looking for an experienced and customer-focused Support Engineer with Professional Services Expertise to serve as a key technical resource. This role focuses on troubleshooting, resolving application issues, and providing expert support to ensure customer success. The ideal candidate has a strong background in cybersecurity, cloud technologies, and customer-facing roles, with a dedication to delivering exceptional solutions.
Key Responsibilities
Technical Troubleshooting and Support:
Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.
Escalation Management:
Take ownership of escalated support cases, ensuring timely and thorough resolution.
Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
Collaborate with development and product teams to address root causes and improve application reliability.
Customer Communication:
Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
Ensure solutions are tailored to meet customer needs while setting accurate expectations.
Professional Services Collaboration:
Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
Assist with onboarding, integrations, and custom configurations as needed.

We are looking for a creative and passionate Customer Success Engineer to join the Web & Cloud management group, and be the star of our journey of growth and delighted customers of Smart-1-Cloud (our new Cloud product)
The Customer Success Engineer will own the Customer related technical activities and communications, while being practically part of the Smart-1-Cloud product development team.
Smart-1-Cloud is a new cloud product at the inception phase , in the future the responsibility may expand to additional products in the Security Management area.
Key Responsibilities
As part of the team you will master and perform all the technical actions needed for this SaaS product to serve the customers properly.
Be a focal point for escalation from Customer Support (TAC) & Customer Focus Group (CFG) and periodically transfer knowledge and training.
Proactively approach customers on relevant occasions and maintain a rich dialogue with the customers, understanding and improving their experience.
Monitor & analyze the Customer journey in various scenarios : On-boarding, Support, Renewal.
Provide technical and product assistance during the onboarding process for key customers.

Were looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. Youll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.



Responsibilities

Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
Create and update support documentation while logging all interactions in the support system.
Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at our company.

If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.

Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

Required Senior Technical Support Engineer (Prisma Cloud)
Your Career
You 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. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll 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 provide post sales technical support to our End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
Your Impact
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support on an as-needed basis.

Were looking for an outstanding IT Engineer to help spread the company magic. Reporting to the IT Manager, you will be part of the broader IT organization.
WHAT YOULL DO
Help with the design and evolution of our companys MDM strategy, ensuring scalable, secure, and seamless management of macOS, Windows, and mobile devices.
Define global standards, policies, and best practices for device management, implemented across the broader IT team.
Build and optimize zero-touch deployment workflows using Kandji and Intune.
Partner with IT support teams to operationalize onboarding, compliance, and device lifecycle processes at scale.
Serve as the global Tier 3 escalation point for complex MDM and endpoint-related issues.
Collaborate with Security and Engineering to align endpoint configurations with company-wide security and productivity objectives.
Continuously evaluate new tools, features, and frameworks to strengthen our MDM capabilities.
Support audit, reporting, and compliance initiatives by maintaining clear visibility into device health and fleet metrics.
Collaborate with IT technicians to support day-to-day IT operations, guiding execution while helping resolve advanced tickets across hardware, software, and access-related topics.
Collaborate with Security and Engineering to align endpoint configurations with company-wide security and productivity objectives.

We are looking to hire a Customer Support Engineer, who will provide front-line technical support for our companys worldwide enterprise customers and partners. You will support our companys product line of IT Security and Privileged Identity Management solutions and resolve customers technical problems by interacting with them via web, phone, and email.
The ideal candidate will be able to resolve technical issues through diligent research, reproduction and troubleshooting, utilizing all the knowledge they have acquired. You will have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensuring the long-term success of our companys customers and the company.
Responsibilities:
Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer-facing platforms.
Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.
Participate in on-call rotation to provide 24/7 support for our company's customers
Work directly with R&D teams.