דרושים » הנדסה » Senior Technical Support Engineer (Cortex XDR)

We are looking for a highly motivated and customer-focused professional. As part of the Tier 3 Cortex XDR support team, you will serve our customer base by 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.
Our methodology is first class support. Weve been recognized for it as an industry leader and were dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customers experience. You will learn your clients business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. Youre close to the deployment of cybersecurity solutions - and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions - and you dont wait for those issues to escalate from our clients. Instead, you find them. Youll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
Key Responsibilities
Respond to customer-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), characterizing and implementing the fix
Provide timely feedback on 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.

we are looking for a Technical Support Engineer.
As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience.
In this role, you will be responsible for:
Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
Provide expert technical support across Payments, Payees, and Cards domains, including complex payment workflows and payment provider integrations, while working closely with internal operational and Engineering teams to ensure seamless customer resolution.
Diagnose and troubleshoot high-impact payment issues, including payment lifecycle discrepancies, provider-related failures, cutoff-related delays, transaction status issues, and payment processing escalations, driving robust and customer-focused resolutions.
Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
Maintain internal documentation and actively contribute to knowledge-sharing across the team.

We are looking for an experienced Tier 3 Support Engineer to serve as a key technical expert, leading the resolution of complex application, networking, and security challenges.
This role is ideal for a highly technical, customer-facing professional with strong experience in network architecture, firewalls, and cloud-based systems, who thrives on solving complex problems and taking initiative in high-impact situations.
Youll be part of a rapidly evolving Exposure Management platform within our company, operating in a true multi-vendor security ecosystem. In this role, you will gain broad exposure to the full security stack and real-world attack scenarios across leading technologies - making it an excellent opportunity for engineers who are passionate about staying at the forefront of modern cybersecurity.
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.

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.

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.

Required Technical Support Engineer
Are you up for the challenge?
As a Technical Support Engineer you will
Respond promptly and professionally to customer inquiries via phone, email, or chat, providing technical support and troubleshooting assistance.
Work to meet and exceed internal and external SLAs
Identify and diagnose software issues, and guide customers through step-by-step resolutions.
Escalate complex technical issues to higher-level support teams when necessary, ensuring proper documentation and follow-up.
Assist customers with product installations, configurations, and updates.
Collaborate with cross-functional teams, including developers and engineers, to address customer concerns and provide effective solutions.
Document and maintain records of customer interactions, inquiries, comments, and actions taken, utilizing the ticketing system.
Provide proactive customer education and self-help resources to reduce repetitive inquiries and improve customer satisfaction.
Collaborate with the Quality Assurance team to identify and report software bugs and usability issues.
Help develop and implement support methodologies, build workflows and define support operations
Gather customer feedback and share it with QA, R&D, Engineering, and Production teams.
Strive for best-in-class support experience and drive exceptional CSAT results
Stay up-to-date with product knowledge, industry trends, and technology advancements to provide accurate and efficient support.

We are seeking a motivated and tech-savvy Technical Support & Integrations Engineer to join our team. In this role, you will play a key part in supporting our MVP customers and internal field departments. You will bridge the gap between field operations, strategic clients, and our internal technical teams, collaborating closely with R&D and Product to handle technical escalations, assist with integration projects, and help optimize our support workflows.
This is a fantastic opportunity for someone looking to grow their technical depth in integrations and scale with a fast-growing team.
What Youll Be Doing:
Integration Support & Troubleshooting: Assist in managing the integration lifecycle. Help connect, implement, and troubleshoot data flows between our core platform and external SIEM/SOAR solutions to meet the needs of strategic clients.
Escalation Management: Collaborate with field departments and Customer Success teams to resolve technical issues, providing responsive, high-touch guidance to our MVP customers.
Ticket & Workflow Management: Manage and resolve incoming technical tickets efficiently using Zendesk (agent level), ensuring accurate documentation, tracking, and adherence to SLAs.
Technical Troubleshooting: Investigate and diagnose system behavior by analyzing logs, metrics, and performance data to identify root causes for complex deployments.
Field Tooling & Workarounds: Utilize, maintain, and help optimize internal scripts, documentation, and utilities to facilitate quick workarounds for the field team.

We are looking for a Solution Architect, System Integrator to join our team. 

What you will be doing:

As a Solution Architect, you will be an essential member of our Customer Success Technical Delivery team. You will collaborate with product, sales and engineering to deliver the latest security and identity products.

You will be responsible for the technical aspects of security and identity products offered to our customers during post-sale activities.

Providing technical solutions to meet customers business and technical goals.

Lead the technical aspect of a production deployment in our customers environment including deployment design, technical assistance during the deployment, troubleshooting and resolving configuration issues.

Troubleshoot client Windows Server OS and Active Directory issues that may arise during deployment.

Provide technical support for our customers after the deployment was completed.

Convey and document technical requirements to and from customers.

Provide input and feedback to engineering and development teams.

Maintain expert knowledge of products to develop and present unique solutions and maintain knowledge of emerging trends in related technology areas.

We are looking for a Technical Support Engineer to join our highly experienced global team.
The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction.
This role is tasked with helping our company customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the company Platform.
What Youll Do
Serve as our customers single point of contact for any tech-related matters
End-to-end ownership of customer support cases from opening until closure, ensuring customer satisfaction
Establish relationships and engage with technical counterparts to drive product adoption and expansion
Train and coach customers to a successful onboarding process and ongoing usage
Advocate internally for customer needs - be the technical voice of the customer within our company
Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues
Prioritize and manage several open issues at one time
Properly escalate unresolved issues to the appropriate internal teams.

Required Technical Support Engineer
About the position
An SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging our features-guidance, engagement, insights, and automation-employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.
Together, SAP and us form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with our intuitive digital adoption platform.
As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for our portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
Communicate with customers via email, live chat, and screen shares.
Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
Develop in-depth knowledge of our products and their features.
Engage with customers to understand and fulfil their goals with our solutions.
Apply and share best practices for optimal use of our products.
Innovate and propose ideas for enhancing the overall customer experience.