Job Details

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSOAR support team, you will serve our customer base providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. Your Impact. 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) implementing the fix. Provide timely feedback into the development process on customer-reported product problems. Document actions to effectively communicate information internally and to customers. Facilitate root caus...Technical Support, Support Engineer, Technical, Government, Engineer, Support, Technology