Senior Technical Support Engineer, Cortex Cloud

What you'll do

• Provide technical support and troubleshooting guidance to customers and partners regarding complex security issues.
• Manage the full lifecycle of support cases from initial recording through final resolution.
• Conduct fault isolation and root cause analysis to resolve technical problems.
• Author Technical Support Bulletins and create documentation for the internal Knowledge Base.
• Review technical content for training materials, marketing collateral, and troubleshooting guides.
• Provide configuration advice and best practices to ensure customer environments remain secure.
• Collaborate with Engineering teams to influence product operability based on customer feedback.
• Participate in a weekend on-call rotation to provide after-hours technical assistance.

What we're looking for

• Experience working with Public Cloud provider technologies and services including AWS, Azure, GCP, or OCI.
• In-depth knowledge of cloud technologies, containers, and serverless architectures like AWS Lambda or Google Cloud Run.
• Background in the security domain, specifically within cloud security.
• Strong proficiency in Linux and Windows operating systems.
• Experience with Infrastructure as Code (IaC) tools such as Terraform or CloudFormation and CI/CD delivery pipelines.
• Proficiency in deploying, managing, and securing Kubernetes clusters in production and development environments.
• Functional knowledge of Go, Python, or PowerShell to review code and develop automation scripts.
• Experience with claims-based authentication (SAML/OAuth), MFA, RBAC, and cloud security controls like SIEM and firewalls.