דרושים » הנדסה » Technical Support Engineer (Cortex XDR)

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.

we are looking for an experienced Technical Support Engineer to join our Customer Success team.
In this role, you will be the front line of our companys customer experience, working directly with customers to troubleshoot complex technical issues, provide timely solutions, and ensure a seamless experience across our platform. You will collaborate closely with Product and R&D teams to resolve bugs, improve usability, and help shape the product roadmap. This role is ideal for someone who thrives on problem-solving, enjoys working directly with customers, and wants to make a tangible impact in a fast-paced SaaS startup environment.
About us
The company Threat Exposure Management Platform is the first and only consolidated platform that integrates with your security tools to reveal, remediate, and mitigate the risk of exposures across your entire infrastructure. Backed by Sequoia Capital and Cyberstarts, our company uses an agentless approach to reveal what is truly exploitable, while reducing manual prioritization and remediation through automated response workflows.
WHAT YOU WILL DO
Customer Support & Case Management
Manage incoming support tickets and technical inquiries through the ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
Investigate and troubleshoot customer issues across the platform, integrations, APIs, and data pipelines.
Provide clear and consistent communication to customers throughout the lifecycle of a case.
Customer Advocacy
Serve as the voice of the customer internally by identifying patterns, recurring issues, and improvement opportunities.
Escalate complex technical issues and collaborate with R&D and Product teams to resolve bugs and address feature gaps.
Cross-Functional Collaboration
Work closely with Product, Engineering, and Customer Success teams to ensure customer feedback and issues are prioritized appropriately.
Assist in validating fixes and communicating updates back to customers.
Documentation & Self-Service
Create and maintain high-quality documentation, including troubleshooting guides, FAQs, and knowledge base articles.
Help build self-service resources that empower customers and reduce ticket volume.
Contribute to internal knowledge sharing and support team best practices.
Process & Support Operations
Track and report key support metrics, including response time, resolution time, and customer satisfaction.
Identify workflow bottlenecks and propose improvements to support processes and tooling.

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.

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.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

we are looking for a Technical Support Engineer.
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, inquries, 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.

At our company, we are on a mission to bring peace of mind to businesses by helping them deliver safe code faster. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent. Our platform combines state-of-the-art technology with cutting-edge design to provide seamless and secure experiences for our users. We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
our company is 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 company 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.

Were looking for a 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.

We are looking for an experienced and customer-focused Tier 3 Support Engineer with Professional Services Expertise to serve as a key technical resource.
Job Id: 23973
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.

Required IT Support Engineer
were the companys internal platform engineering team. were an innovative, dynamic team who are focused on security and available, scalable, and performant microservices. we use cutting-edge technologies such as opa, terraform, kubernetes, istio, and argo to solve complex problems related to distributed systems. were responsible for shaping the architecture of our backend microservices with a focus on complexity and security.
we define the companys system architecture, network and security standards, and maintain our global infrastructure. were responsible for the design, development, and operation of security services and components that engineering relies on to deliver solutions to the company.
as the dedicated it support for a subsidiary, youll wear two hats: youre a pro member of the global it team, but also a strategic partner for a subsidiary. you'll bridge between the subsidiarys needs and the companys internal platform engineering world. youll translate complex technical needs into fast, on-the-ground solutions, making sure the subsidiary has every tool they need to run full speed ahead without any friction and align them with the companys technical infrastructure.
in your day-to-day, you will:
be the go-to person for the subsidiary, ensuring employees are provided efficient and timely desktop and local infrastructure support
manage the end-to-end technical onboarding and offboarding for the subsidiary, guaranteeing new hires are integrated into both the company ecosystem and the subsidiarys specific cloud environments from day one
cloud & dev-ops support: manage and troubleshoot user permissions and environments for cloud-native tools (gcp, aws, github and etc) securing seamless access to the subsidiary team tools
monitor and respond to tickets with our agreed slas
supervise the subsidiarys it environment, including infrastructure, computers, end-users, and permission management
participate in global it projects while identifying specific opportunities to implement ai tools or automated processes that benefit the subsidiary workflow
we're a subsidiary, a newly acquired part of the company, on a mission to change how software gets built. our ai-powered platform empowers anyone to create custom software applications using natural language- no traditional coding required. operating like a startup within the company, we're fast, collaborative, and focused on turning complex problems into simple, powerful solutions.
we exist for creators, solo founders, startups, entrepreneurs, side hustlers, and everyone who wants to turn their ideas into reality. whether you're launching a product, validating a concept, or exploring a hunch, the subsidiary helps you build it.
we're growing fast, the opportunity is huge, and with your help, our user-driven growth can become unstoppable.