Customer Support Engineer

TL;DR

Customer Support Engineer (Cybersecurity): Provide front-line technical support for hirify.global's identity security and privileged access management solutions with an accent on resolving enterprise customer issues via web, phone, and email. Focus on diligent research, reproduction, troubleshooting complex systems, and collaborating with global teams to ensure long-term customer success.

Location: United States

Company

Global leader in identity security, a Palo Alto Networks company, trusted to secure human and machine identities with AI-powered platform enabling zero trust and least privilege.

What you will do

• Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
• Address business needs and issues via research, reproduction, and troubleshooting using acquired knowledge.
• Document technical inquiries and develop knowledge-sharing content for internal and customer platforms.
• Collaborate with global support, security services, sales, operations, and administration for customer success.

Requirements

• 5-7 years in technical support or similar in software company
• 3+ years at SaaS or security vendor in consultancy/advisory role
• Strong troubleshooting and problem-solving skills for complex systems.
• Excellent communication and enterprise customer support experience.
• Knowledge of Microsoft Windows and Windows Server.
• Participate in on-call rotation for 24/7 support
• Working knowledge of hirify.global products and ability to learn new technologies.

Culture & Benefits

• Work in innovative IT security environment with global enterprise customers.
• Opportunities to learn, develop, and progress within hirify.global products and security world.
• Collaborative team supporting colleagues across the organization.
• Focus on long-term success of customers and company through key initiatives.