• Investigate and resolve customer technical issues across cloud security posture management, vulnerability scanning, threat detection, container/Kubernetes security, identity & access management, network analysis, and data security • Troubleshoot cloud connector and integration failures across AWS, Azure, GCP, OCI, and SaaS platforms - including IAM/permissions issues, network connectivity, API authentication, and scanning infrastructure • Diagnose workload scanning and runtime security issues including outpost deployment, sensor configuration, registry scanning, malware detection, and file integrity monitoring • Analyze vulnerability findings - triage false positives, validate detection accuracy, investigate SBOM/SCA results, and assess secret detection and patch management coverage • Support shift-left security workflows including CI/CD scanning, IaC security, admission controllers, Kubernetes connectors, and code/version control scanning • Design and implement automation that scales the support offering - leveraging AI agents, agentic workflows, and tooling to improve triage accuracy and resolution efficiency • Participate in on-call rotation for after-hours, holiday, and weekend support coverage

• Deliver outstanding technical support via chats and emails, phone calls; • Troubleshoot complex technical issues and escalate as needed; • Act as the primary technical contact during the life-cycle live events; • Escalate incidents clearly, including impact, timeline, and reproduction steps; • Perform log analysis, REST APIs, JSON, and SQL; • Use AWS tools (CloudWatch, Athena, S3) and monitoring/logging platforms (Grafana, OpenSearch); • Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams.

• Provide first-level technical support for network and network security solutions; • Open/forward tickets to second-level support and to solution vendors; • Collaborate with the monitoring team; • Participate in pre-sales activities and in client deployment projects for accounts under your responsibility; • Collaborate with the sales team; • Prepare management reports; • Attend status-report meetings with clients; • Participate in trainings and certifications provided by solution vendors; • Knowledge of Cisco, TP-Link, Mikrotik, Fortinet, and Ubiquiti solutions is desirable;

• You will take ownership of customer issues, including: initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention. • Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • You will serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible. • You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers. • Technical Support engineers also create the process or troubleshooting documentation in the Support knowledge base. • We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.