Location: Hybrid (3 days in the office)
Contract Duration: 12 months
Experience: 3+ years
Language Requirement: English (B2 or above)
Role Overview
We are seeking a skilled and customer-focused Customer Support Engineer (XDR/KOI) to join the Cortex XDR Support Team on a 12-month contract assignment.
In this role, you will provide technical support to customers, resolving break/fix issues, troubleshooting complex technical problems, and assisting with product configurations. You will work closely with internal technical teams and engineering to ensure timely resolution of customer issues while delivering a high standard of customer service.
This is an excellent opportunity for a technically proficient professional who thrives in an international, fast-paced environment and is passionate about cybersecurity, problem-solving, and customer satisfaction.
Please note: This is a contract position. The successful candidate will be employed through a staffing partner rather than directly by the end client.
Key Responsibilities
Manage technical support cases, ensuring issues are accurately documented, tracked, and resolved within agreed timelines.
Provide technical assistance to customers through phone, email, and web-based support channels.
Troubleshoot and resolve break/fix issues related to product configurations and functionality.
Collaborate with technical support teams, escalation teams, and engineering to investigate and resolve complex customer issues.
Apply fault isolation, diagnostic techniques, and root cause analysis to identify and address technical problems.
Maintain a thorough understanding of software release cycles, bug lifecycles, and product updates.
Create and publish technical support bulletins, troubleshooting guides, and other documentation for the knowledge base.
Ensure timely customer communication, follow-ups, and case updates throughout the resolution process.
Contribute to continuous improvement by sharing technical knowledge and identifying opportunities to enhance support processes.
Required Qualifications and Experience
Bachelor's degree in Engineering, B.Tech, or an equivalent technical qualification.
At least 3 years of relevant professional experience in a technical support or customer-facing engineering role.
Experience working in an international reporting environment.
Good knowledge and practical experience with Salesforce and Jira.
Proficiency in Google Workspace and Microsoft Office applications.
Strong troubleshooting, fault isolation, and root cause analysis skills.
Ability to work effectively in a dynamic, fast-paced, and demanding environment.
Strong communication and collaboration skills, with the ability to work across internal and outsourced teams.
English proficiency at B2 level or above.
Preferred Qualifications
Experience in the network security or cybersecurity industry.
Familiarity with endpoint detection and response (EDR), extended detection and response (XDR), or related security technologies.
Experience supporting enterprise software products and handling technical escalations.
Understanding of software development, release management, and bug-tracking processes.
Key Skills and Competencies
The ideal candidate will demonstrate:
Technical problem-solving: Ability to investigate complex issues and identify effective solutions.
Customer focus: Commitment to providing responsive, professional, and high-quality technical support.
Communication: Ability to explain technical issues clearly to customers and internal stakeholders.
Teamwork: A collaborative approach to working with technical teams, engineering, and external partners.
Adaptability: Ability to manage competing priorities and perform effectively in a fast-moving environment.
Ownership and accountability: A proactive approach to managing support cases and ensuring timely resolution.
Attention to detail: Strong documentation, case management, and follow-up practices.
Integrity and initiative: A self-motivated, goal-oriented mindset with a strong sense of responsibility.
Working Arrangement
Contract Type: 12-month assignment.
Work Model: Hybrid, with 3 days per week in the office.
Team Environment: International, collaborative, and technically focused.
Reporting Line: Cortex XDR EMEA Support Manager.
What Makes This Opportunity Attractive?
Opportunity to work with advanced cybersecurity technologies.
Exposure to enterprise-level technical support and complex troubleshooting scenarios.
Collaboration with experienced technical support and engineering professionals.
Experience working in an international environment.
Opportunity to develop expertise in XDR, cybersecurity, and technical support operations.