Supports Japan customers after purchase by guiding Zero Trust Exchange adoption, aligning strategies, coordinating escalations, and developing best-practice materials.
About this role
The Focal Senior Technical Support Engineer is part of Product Support within the Customer Success Organization. The team provides hands-on assistance from implementation onward, helping customers use the platform and resolve technical issues. The engineer handles Tier III support for complex security and network problems and works directly with assigned customers and internal support groups. The work includes diagnosing and resolving cases by phone and email, keeping customers and support pods informed of progress, and partnering with Product, Engineering, and Escalation teams during testing and troubleshooting. The engineer also reproduces reported issues to confirm problems and shares findings with Engineering and Operations. Applicants must have at least seven years of experience in technical support or a related technical field, a university degree in IT, Computer Science, or a related area, and proficiency in troubleshooting, debugging, and working directly with customers. The role also requires a foundational understanding of AI/ML and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within the functional domain.
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