Staff Pre-sale Support Engineer
Core
Provide grade-A technical support for enterprise customers in the APJ region, acting as the key interface between customers, field engineers, and development teams.
Role type
Staff Pre-sale Support Engineer
Builds
Tools to improve support speed and quality; new support channels and service offerings
Domain
Cybersecurity (AI-native endpoint/cloud/identity protection)
Deliverable
client delivery
Required skills
Network or Endpoint Security background, Expert-level proficiency in Windows/Mac/Linux, 8+ years in customer-facing technical roles, SaaS B2B vendor experience, Troubleshooting and problem-solving
Preferred skills
AWS/GCP/Azure experience
Technologies
Windows, Mac, Linux, Ticketing systems, Voice, Chat tools
Responsibilities
Define and implement support tools, Design and rollout new support channels, Develop standard operating procedures, Analyze support workflows, Collaborate with product teams on customer-impacting changes, Work with senior management on company goals