Provides post-sales technical support for SASE customers, including configuration, troubleshooting, case management, root-cause analysis, network debugging, and technical documentation.
About this role
This staff-level technical support role sits in Global Customer Services and supports customers and partners after they purchase cybersecurity products. It focuses on post-sales threat cases and works with engineering teams to resolve complex problems affecting customer environments.
The engineer provides Japanese- and English-language support by phone and email, prioritizes backlogs, troubleshoots issues, and explains technical matters to technical and non-technical stakeholders. Cases include WildFire verdicts, antivirus, anti-spyware and DNS signatures, URL-filtering categorization, platform vulnerabilities, file-type identification, and application identification. The role also publishes Knowledge Base articles and reviews technical content.
Applicants need firewall, threat-prevention, or networking experience, typically five years of relevant experience, effective communication about complex technical issues, and the ability to work independently and as part of a team.
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