- Plano, United States
- On-site
- Full-time · Senior
- $106K–$172K per year
- 5+ years
Senior Technical Support Engineer focused on post‑sales network security challenges, providing advanced troubleshooting, customer advocacy, and cross‑functional collaboration.
Compensation
$106,100.00 - $171,600.00/yr
Responsibilities
- Deliver expert‑level technical assistance to customers, including multi‑vendor troubleshooting and fault isolation
- Leverage AI‑powered diagnostic utilities and machine learning tools to accelerate root‑cause analysis
- Act as a designated customer advocate, conducting weekly reviews, root‑cause analysis, upgrade planning, release assessments, and QBRs
- Collaborate with cross‑functional teams (Account, Sales, Engineering, QA) to address software defects and enhancements
- Author technical support bulletins and troubleshooting guides
Requirements
- BS in computer science
- BS in information technology
- BS in computer architecture
- BS in electrical engineering
- BS in mathematics