We are looking for a
High Touch Engineer (HTE)
to join our Expert Care Services team in Cracow and deliver premium, proactive support to strategic customers. In this role, you will act as a trusted technical advisor, helping customers maintain operational excellence through personalized engagement, predictive guidance, and close collaboration with global support teams. The position: High Touch Engineer based in Cracow (hybrid work) What You'll Do Coordinate support organizations and escalation processes to restore customer services efficiently. Act as a key technical contact during critical incidents. Perform Technical Root Cause Analysis Investigate complex technical issues and identify root causes. Develop recommendations and corrective actions to prevent recurrence. Share best practices to improve operational support processes. Provide Maintenance Window Support Support planned maintenance activities and minimize business impact. Ensure smooth implementation of changes and upgrades. Collaborate with Key Stakeholders Work closely with High Touch Operations Managers, Technical Support teams, and Premium TAC engineers. Build trusted relationships with customers and internal teams. What We're Looking For Strong experience in
Cybersecurity / Network Security
environments. Proven ability to manage customer relationships and deliver an outstanding customer experience. Excellent troubleshooting and analytical skills with a proactive mindset. Strong communication and stakeholder management skills. CCNP or CCIE Security certification
is highly desirable. Fluent English is required. German language skills are a strong advantage. Why Join Us? Work with leading enterprise customers and cutting-edge security technologies. Be part of a highly specialized technical team delivering premium services. Influence customer success through proactive and strategic technical guidance. Collaborate with some of the industry's top technical experts. Thank you very much for your interest in this opportunity and for taking the time to submit your application. Due to the high volume of applications we receive, we regret that we are only able to contact candidates whose qualifications and experience most closely match the requirements of the role.
