Solutions Architect
2 days ago
About the Position
We are seeking a seasoned professional to fill the role of Staff Technical Support Engineer, specializing in AI Access Security and SaaS Security. As a senior escalation point, this expert will provide guidance to customers on the safe and effective use of GenAI apps.
In this capacity, you will serve as a Subject Matter Expert for our integrated Cloud Access Security Broker (CASB) solution, addressing the challenges of securing SaaS applications in the cloud.
Your expertise will empower customers to harness the potential of GenAI apps while maintaining robust security postures.
- Deliver advanced technical support to customers and partners, focusing on AI Access Security and SaaS Security
- Troubleshoot and resolve complex issues related to the safe adoption of GenAI apps and the protection of SaaS applications
- Offer best practices and configurations to optimize security solutions for clients
- Manage and resolve support cases efficiently, ensuring timely follow-up and resolution
- Conduct fault isolation and root cause analysis for technical issues, providing clear documentation and updates
- Author and publish Technical Support Bulletins and other knowledge base documentation
- Collaborate with cross-functional teams to drive product enhancements and customer success
- Travel to client sites as needed to expedite resolution of critical situations
- Provide on-call support as required to address urgent customer needs
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