דרושים » מחשבים ורשתות » Tier 3 Cloud Support Engineer

We are looking for an experienced Technical Support Engineer to join our Support team and provide high-quality technical assistance to customers and partners.
Job Id: 25010
In this role, you will work with advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience.
You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support.
Key Responsibilities:
Provide technical support via chat, phone, and email to customers and partners
Assist customers with configuration, troubleshooting, and best practices
Manage support service requests end-to-end, ensuring issues are properly logged, tracked, resolved, and followed up in a timely manner
Perform fault isolation and root cause analysis for complex technical issues
Troubleshoot network and security-related problems across diverse environments
Review traffic captures to identify and resolve network or security issues
Collaborate closely with internal teams to ensure effective issue resolution and knowledge sharing.

we are seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.
Responsibilities:
Customer Support:
Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:
Develop and maintain in-depth knowledge of our to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:

Contribute to the development of documentation to streamline support processes.

Now were looking for a visionary and customer-focused Product Support T3 Engineer to join our team. In this role, you will be engaging with our customers during the evaluation, post-sales process, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SASE, today!
Responsibilities:
 Own and manage customer issues and see problems throughout resolution.
 Research, diagnose, troubleshoot and identify solutions to resolve customer issues, keeping a positive and can-do attitude.
 Work directly with R&D and Product Management on customer issues upon full resolution.
 Be a focal point for customers' needs by deeply understanding their business and aligning their needs with our companys solution.
Become a trusted advisor to customers by deeply understanding their business and aligning their needs with our solutions.
Nurture the relationship with the customer through ongoing communication and periodic meetings.
Act as a customer advocate internally while effectively collaborating with internal teams, including product management, engineering, and sales.
Track & monitor customer status and identify both areas of concern and growth opportunities.
Be a part in building, improving and expanding our companys global Support Services.

We are looking for an experienced Senior Technical Services Engineer to join our dynamic team based in Israel. You will play a critical role in ensuring the smooth operation of our technical infrastructure and product flows.
Your responsibilities will include providing tier 3 technical support for escalated issues, taking charge of building monitors, maintaining continuous vigilance over the production environment, and taking the lead in coordinating incident response efforts across different departments.
A day in the life and how youll make an impact:
Lead cross-functional efforts to identify, analyze, and address intricate technical challenges, fostering seamless collaboration between various support teams and engineering units. Additionally, assume responsibility for addressing complex support tickets and ensuring adherence to stringent SLAs, all while maintaining a commitment to meeting service level objectives.
Lead cross-functional efforts to tackle complex technical challenges, ensure smooth collaboration between support and engineering teams, handle complex support tickets, and meet SLAs.
Continuously monitor diverse processes across our systems, proactively identifying potential issues before they escalate. Additionally, engage in thorough research of issues arising from these monitoring activities and collaborate closely with the R&D team to develop effective resolutions. Simultaneously, contribute to ongoing improvements to our monitoring systems to elevate their efficacy and reliability.
Monitor system processes to spot potential issues early, research problems, collaborate with R&D for solutions, and enhance our monitoring systems.
Take an active role in incident management efforts while also contributing to continuous improvements in R&D processes. Diligently track key metrics and maintain proactive oversight to ensure sustained optimization.
Develop monitoring tools and drive process improvement initiatives to ensure smooth system operations and enhanced operational efficiency.

As a highly motivated and customer-focused professional on the global Cortex XSIAM support team, you will provide first-class technical support by managing incoming inquiries and escalations within defined SLAs. You will proactively identify and resolve complex technical issues, collaborating with technical account managers and developers to mitigate risks and develop permanent solutions. This role requires a deep understanding of client environments to ensure the successful deployment and operation of our cybersecurity solutions, finding and resolving issues before they escalate.
Key Responsibilities
Respond to user-reported issues in adherence to established Service Level Agreements.
Triage customer reported issues and respond via ticketing system, phone, or remote sessions.
Perform advanced troubleshooting at the application and OS level, using your knowledge and relevant expertise.
Identify the area of fault (code, environment, or configuration) and work with the appropriate teams to implement 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.

Were looking for a visionary Support Engineer Tier 1 to join the company team. In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our company customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support Services.

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions.
This role is more than just troubleshooting-it's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.

We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with at scale.
What Youll Do:
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.

Were looking for a Junior Developer Support Engineer to join our growing team in Tel Aviv. In this role, youll become an expert in our products and serve as a key technical point of contact for both customers and internal teams. Youll have a direct impact on customer satisfaction and product quality by resolving complex issues and working closely with R&D, Product, and Business teams.
This is an opportunity to deepen your technical knowledge, build cross-functional partnerships, and drive meaningful improvements in both user experience and internal processes. Join us and be part of a team where your ideas, initiative, and technical skills will make a real difference.

What you'll be doing
Investigate complex technical issues and identify root causes and solutions using diagnostic tools.
Provide high-level technical support to strategic customers and internal teams.
Collaborate closely with R&D and Product teams to escalate and resolve issues and improve product functionality.
Create and maintain internal documentation and knowledge base articles.
Deliver technical training to other teams and support cross-functional projects.

As a Support Enablement and Escalations Engineer on the Cortex Platform team, you will be at the crossroads of Support and Engineering, driving decisions as a thought leader within Global Customer Services. You will work with new products early in their lifecycle, provide training, resolve complex customer issues, and improve product supportability for our industry-leading Cortex products. This role requires excellent cross-functional collaboration with developers, product management, and customers. We seek top-tier candidates from support or engineering backgrounds for our small, impactful global team.
Your Impact
Enable TAC teams by assisting with ad hoc Q&A and providing structured training throughout the year.
Own critical technical issues by identifying widespread problems, creating guidelines, and communicating updates to relevant teams.
Impact new product development by defining supportability and usability requirements during design and post-release enhancement phases.
Develop and deliver technical training materials for TAC, such as white papers and presentations, on new products.
Develop internal tools for the TAC team to improve visibility and streamline troubleshooting processes.
Analyze support cases, trends, and escalations to identify and address knowledge gaps, supportability issues, and tooling needs.
Proactively identify and execute on unplanned projects that improve customer experience, reduce costs, or bolster security.