דרושים » הנדסה » Support Enablement and Escalations Engineer (Cortex Platform)

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.

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 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.

We are on an expedition to find Technical Delivery Engineer, someone who is passionate about creating intuitive, out-of-this-world In this role, you will lead end-to-end implementation and deployment projects of our companys platform in customer environments, working hands-on with AI on-prem and hybrid infrastructures.
Youll collaborate closely with Product, Architecture, and R&D teams, while serving as a trusted technical partner for customers and senior stakeholders. From planning and execution to troubleshooting and continuous improvement, you will own the full delivery lifecycle and ensure every deployment is reliable, seamless, and impactful.
The Responsibilities
Lead end-to-end project delivery in close collaboration with Product, Architecture, R&D, and Solutions teams, as well as customer executives and senior stakeholders.
Plan, coordinate, and execute complex on-premises deployment projects.
Take a hands-on role in deploying our companys platform within customer environments.
Serve as the technical escalation point for issues related to product deployment and implementation.
Develop, maintain, and continuously improve project delivery processes and knowledge-sharing practices.
Communicate project status, milestones, risks, and dependencies clearly to internal teams and customer stakeholders, ensuring transparency and alignment throughout the delivery lifecycle.

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.

our company's software engineers develop the next-generation technologies that change how billions of users connect, explore, and interact with information and one another. Our products need to handle information at massive scale, and extend well beyond web search. We're looking for engineers who bring fresh ideas from all areas, including information retrieval, distributed computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing every day. As a software engineer, you will work on a specific project critical to our companys needs with opportunities to switch teams and projects as you and our fast-paced business grow and evolve. We need our engineers to be versatile, display leadership qualities and be enthusiastic to take on new problems across the full-stack as we continue to push technology forward.
our company Cloud Storage provides a suite of services like the scalable our company Cloud Storage (GCS) for unstructured data, high-performance managed lustre for AI High-Performance Computing workloads, and the managed Network File System (NFS) service filestore. These offerings are fundamental to our company Cloud's infrastructure, serving as the backbone for storing and accessing the vast datasets required for training and deploying AI models. In the AI era, this storage portfolio is crucial for enabling innovation, supporting compute-intensive tasks, and driving significant value for our company Cloud customers. The performance, scalability, and flexibility of these storage solutions are key to unlocking the potential of AI.
our company Cloud accelerates every organizations ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage our companys 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
Design and implementation of high-complexity features. Deliver robust, production-ready code for storage solutions that address the specific demands of AI/ML workloads.
Architect scalable and performant storage solutions. Make data-driven decisions to optimize system efficiency and reliability.
Provide deep-dive code reviews and technical guidance to the team. Set the standard for engineering excellence and help maintain a high quality bar for all deliverables that addresses the expectations of key our company customers.
Identify and resolve performance bottlenecks and intricate system issues. Develop innovative, practical solutions to technical challenges that arise at the intersection of storage and ML.
Partner with product and engineering stakeholders to translate customer requirements into technical specifications, ensuring the incubations output aligns with broader our company Cloud goals.

our company's software engineers develop the next-generation technologies that change how billions of users connect, explore, and interact with information and one another. Our products need to manage information at a massive scale, and extend well beyond web search. We're looking for engineers who bring fresh ideas from all areas, including information retrieval, distributed computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing every day. As a software engineer, you will work on a specific project critical to our companys needs with opportunities to switch teams and projects as you and our fast-paced business grow and evolve. We need our engineers to be versatile, display leadership qualities and be enthusiastic to take on new problems across the full-stack as we continue to push technology forward.
In this role, the Migration and Modernization TL (Team Lead) will be responsible for the architecture, technology and implementation of migration and modernization solutions to production.
Your work will include leading the technological side of multiple solutions that are developed in multiple engineering teams and TL should be able to fully understand customers migration and modernization issues (working with customers and the field team) and translate these into a viable technical solution leveraging our own first-party solutions as well as third-party/partners solutions. You will be working with the various stakeholders: customers, partners, sales, delivery, product and engineering teams.our company Cloud accelerates every organizations ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage our companys 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
Be part of the core team responsible for the architecture, technology, and implementation of the AI code modernization solutions.
Work closely with customers to understand legacy/mainframe modernization challenges (working with customers and the field team) and translate these into a viable technical solution leveraging to be then driven to implementation.
Facilitate alignment and clarity across teams on goals, outcomes, and timelines. Influence and coach a distributed team of engineers, and work closely with the various stakeholders such as customers, partners, sales, delivery, and product.

Our engineering team is at the core of our products and connected directly to the mission of preventing cyberattacks.‏ We are constantly innovating - challenging the way we, and the industry, think about cybersecurity and the data security landscape. Our engineers dont shy away from building products to solve problems no one has pursued before. We define the industry instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.
Job Summary
As the Software Engineering Director, you will lead backend engineering teams and groups dedicated to building and maintaining our industry-leading cybersecurity. You will define and drive the vision and strategy for software development, ensuring the highest delivery standards of quality, security, and scalability. In close collaboration with product management, platform teams, you will guide the delivery of innovative, reliable solutions that address the evolving needs of our customers and safeguarding our clients data within the dynamic cloud landscape.
Key Responsibilities
Lead and mentor BE engineering teams and managers, driving recruitment, retention, and talent development. Foster a culture of collaboration and innovation
Oversee the design and delivery of secure, scalable software solutions, ensuring best practices in security throughout the development lifecycle
Work closely with product, design, and platform teams to align engineering with business goals and customer needs
Drive innovation by designing and implementing impactful solutions that address client needs, contributing to the full feature development lifecycle from design to deployment
Take ownership of wide feature segments, ensuring high-quality code and robust functionality through meticulous attention to detail and a focus on execution
Proactively collaborate and exchange information with cross-functional teams, including product and infrastructure, to ensure seamless integration and alignment on shared objectives
Engage in technical discussions, openly sharing knowledge and learning from others to solve complex problems and elevate team expertise
Design and build highly scalable, resilient, and secure cloud-based applications and microservices.

We are seeking an exceptional Backend Engineer to join our Platform Group, where you will architect and develop shared infrastructure components that power Semperis's enterprise security and identity products. This is a highly collaborative role requiring both technical excellence and strong cross-functional partnership skills.
What You'll Do:
As a Backend Engineer on our Core Platform team, you will:
Design and build shared platform components used across multiple product teams, ensuring scalability, reliability, and maintainability
Architect distributed systems using microservices and event-driven patterns that support enterprise-scale workloads
Own critical backend services from conception through deployment, including code quality, performance optimization, and operational excellence
Collaborate extensively with product engineers, DevOps, and architects to define platform capabilities and technical standards
Drive technical initiatives that improve developer productivity, system observability, and platform resilience
Contribute to architectural decisions and establish best practices for backend development across the organization
Analyze system performance and data patterns to identify optimization opportunities and inform future platform investments