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 #J-18808-Ljbffr