Customer Support Engineer

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.