Senior Technical Support Engineer – Focused Services, Cortex XSIAM
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Job Description
Technical Support Engineer providing support for customers in cybersecurity. Triage, troubleshoot, and resolve issues while collaborating with technical account managers.
Responsibilities:
- Respond to user-reported issues in adherence to established Service Level Agreements
- Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
- Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
- Provide timely feedback into the development process on customer-reported product problems
- Document actions to effectively communicate information internally and to customers
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Requirements:
- Previous experience with Endpoint Security software is required
- SIEM experience
- Deep understanding of how SIEMs works
- Experience in creating custom collections and data parsing
- Experience in creating complex correlation rules, reports and dashboard
- Experience in integration and implementation of SIEMs
- Experience working with EDR tools
- Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
- Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)
- 4+ years of experience as a Support Engineer
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
- Excellent written and verbal communication skills
- Strong customer advocacy skills and experience, ability to work in difficult customer situations
- Knowledge of Cloud infrastructure a plus
- Experience in incident response a plus
- Experience with scripting a plus
- Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
- Fluent English is mandatory / Spanish or French or German are an advantage.
Benefits:
- Competitive salary
- Health insurance
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
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