Sr. Technical Support Engineer, Focused Services, Cortex XSOAR

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Communicate complex technical issues effectively to internal and external stakeholders
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide support that includes mandatory weekend, holiday shift work and on-call support

• 5+ years of relevant support experience
• Experience with SOAR platforms
• Strong analytical troubleshooting skills in Linux, displaying problem-solving abilities
• Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
• Scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets
• Fundamental understanding of container services (Docker, Kubernetes, etc.) and Cloud infrastructure (AWS, Google, Azure or OCI) is a plus
• Ability to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teams
• A bachelor's degree in computer science or related discipline or equivalent military experience required

Fundamental understanding of container services (Docker, Kubernetes, etc.) and Cloud infrastructure (AWS, Google, Azure or OCI) is a plus