Sr Technical Support Engineer, Focused Services, Cortex Cloud Compute

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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll 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. Under Focused Services, you will be a designated customer advocate providing tailored support that includes weekly reviews, root cause analysis of critical issues, release and upgrade planning, and a quarterly business review. You’ll gain an in-depth understanding of each customer’s implementation and business priorities, proactively driving best practices and strengthening their overall security posture. You’ll engage in regular technical discussions with cross-functional teams to foster transparency and continuous improvement that ultimately leads to better products, better working environments, and better cybersecurity. In this role, you’ll act swiftly and thoughtfully to deliver high-quality technical assistance, often in fast-paced, high-pressure situations.