Customer Success Engineer

Trantor Inc. is a global technology services and consulting company headquartered in Palo Alto, California, with delivery centers across the USA, Canada, and India. We partner with Fortune 500 companies and high-growth enterprises to drive digital transformation through Product Engineering, Cloud Enablement, Data & AI Solutions, Automation, and Customer Success Services. At Trantor, we thrive in a collaborative, agile, and people-first environment.

Why Join Trantor?

Trantor offers the opportunity to work on diverse, cutting-edge projects in a culture that values innovation, continuous learning, and collaboration. Enjoy the flexibility of a hybrid/remote role while contributing to impactful initiatives in a truly global organization.

About the Opportunity

A Customer Success Engineer (CSE) for Cortex XDR ensures customers maximize value from their security investment through technical guidance, troubleshooting, and deployment support. This role focuses on post-sales support for Cortex XDR (endpoint, cloud, network) and requires expertise in security, threat investigation, and API integration, often involving direct client collaboration and troubleshooting.

Key Responsibilities

• Technical Support: Triage and resolve complex, post-sales technical issues regarding Cortex XDR via Video Calls, tickets, and remote sessions, ensuring SLAs are met.
• Deployment & Optimization: Guide customers through agent installation, policy configuration, and optimizing Cortex XDR for Windows/Linux platforms. Analyze customer requirements, provide guidance & assistance throughout the customer lifecycle to ensure a quick and successful product deployment.
• Troubleshooting: Perform advanced, multi-level troubleshooting at the application and OS level to isolate faults (code, configuration, environment).
• Customer Advocacy: Act as a technical expert to ensure successful, long-term adoption, proactively addressing customer needs and managing escalations.
• Investigation: Perform root cause analysis (RCA) and reproduce issues in a lab environment to assist engineering teams.

Requirements

• Experience: 3-8 years in technical support, consulting, or security engineering.
• Technical Expertise:
• Strong understanding of endpoint security (EDR/XDR), networking concepts (TCP/IP, firewalls), and operating systems (Windows/Linux).
• Extensive experience in deploying, configuring, and managing XDR, with a deep understanding of its architecture, components, and capabilities.
• Familiarity with threat intelligence frameworks, threat hunting techniques, and advanced threat detection methodologies.
• Familiarity with cloud technologies, providers (GCP, AWS, Azure), use-cases
• Strong incident response skills, with the ability to independently investigate and respond to complex security incidents using XDR.
• The ability to develop and maintain scripts in Python or PowerShell is a plus.
• Tools: Knowledge of security incident response tools, SIEM, and API integrations.
• Communication: Excellent verbal and written skills for client-facing interaction.

Why Join Us?

• Strategic role with direct impact on our CS operations.
• Be at the forefront of cloud security, networking, and performance innovation.
• Collaborate with a highly skilled and global CS and PS delivery teams.
• Drive meaningful outcomes for enterprise customers across industries.
• Competitive remuneration
• Work within a global and fast-growing organization
• Friendly, supportive, positive, and professional team of experts