Sr. Pre-Sale Support Engineer
$92,800–$120,000 year
RemoteUnited States
Job Summary
Own technical issues raised during POCs, taking full responsibility for cases from customers and Account Teams directly to drive resolution and maximize win rate. Validate investigation data availability and provide frequent, meaningful updates through tickets while acting with urgency to mitigate escalations and initiate handovers for follow-the-sun coverage. Serve as a primary technical partner for Sales Engineers and Account Directors, offering a quick-escalation path and joining calls directly with prospects to keep high-value deals moving. Act as a Subject Matter Expert across product stacks, providing guidance on best practices, troubleshooting, and jump-starting complex configurations for Cloud, Kubernetes, Identity, and Prompt Security. Write internal technical documentation and share hands-on product knowledge through the knowledge base to enable and upskill other support teams.
Required Qualifications
- Deep technical knowledge across products, operating systems, and cybersecurity
- Independent approach and strong resourcefulness
- Effective time management
- Excellent execution skills
- Ability to drive multiple concurrent cases to resolution under pressure
- Excellent interpersonal skills
- Track record of collaborating across sales, engineering, product, and third-party stakeholders
- Performance track record aligned to key metrics such as CSAT, time-to-resolution (TTR), percentage of escalations to manager, productivity, and Jira quality (≤5% unjustified)
- Demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and enablement of other teams
- AI fluency in tools and concepts
- Ability to build fluency in AI tools and concepts
Desired Qualifications
- Master's degree preferred
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