Support Enablement and Escalations Engineer (Cortex Platform)
Core
Enable customer success by resolving complex technical issues, providing training to support teams, and improving product supportability for the Cortex cybersecurity platform.
Role type
Senior Support Enablement and Escalations Engineer
Builds
Internal tools for troubleshooting, training materials (white papers, presentations), and support guidelines
Domain
Cybersecurity / Cloud Security
Deliverable
client delivery
Required skills
complex technical issue resolution, structured training delivery, cross-functional collaboration, product supportability definition, trend analysis, proactive project execution
Preferred skills
source code reading (C/C++/Python), scripting (JS/Python/Powershell), AI experience, reporting tool usage (SFDC/Jira/Tableau)
Technologies
Windows/Linux OS, TCP/IP protocols, Cloud Security software, SFDC, Jira, Tableau
Responsibilities
Assist TAC teams with ad hoc Q&A and deliver structured training; identify and resolve widespread critical technical issues; define supportability requirements for new products; develop internal tools to streamline troubleshooting; analyze support cases to identify knowledge gaps; execute unplanned projects to improve customer experience
Seniority
Senior, hands-on IC
