Technical Support Specialist
2 days ago
We're seeking a highly motivated and customer-focused professional to join our global Cortex XDR support team.
Job DescriptionAs a Technical Support Specialist, you will be responsible for providing technical support to our customers, answering incoming support inquiries, and managing escalations. You will work closely with cross-functional teams to resolve complex issues and provide timely feedback on the development process.
- Respond to user-reported issues in adherence to established Service Level Agreements
- Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
- Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
To be successful in this role, you will need:
- Bachelor's degree in engineering, computer science, or related field, or equivalent military experience
- 5-10 years of relevant experience with strong communication and customer service skills
- Experience with Windows OS, Linux OS, and macOS based applications (installation, troubleshooting, debugging)
- Endpoint security technologies experience (XDR, SOAR, SIEM, etc.)
We offer a competitive compensation package, including:
- A comprehensive benefits program that includes medical, dental, and vision coverage
- A 401(k) plan with company match
- Flexible work arrangements, including remote work options
We are a leading provider of cybersecurity solutions, dedicated to helping our customers protect their digital way of life. Our team is passionate about delivering exceptional customer support and ensuring our customers' success.
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