Sr. Technical Support Engineer

Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Senior Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post-sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors. As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise. In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in-depth understanding of each customer's unique implementation and business objectives, proactively driving best practices to enhance their security posture. Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance often in high-pressure situations, ensuring our customers feel supported every step of the way.