As a highly motivated and customer-focused Senior Technical Support Engineer on the global Cortex XSIAM support team, you will provide first-class technical support to our customer base. You will manage incoming inquiries, escalations, and technical issues, working closely with technical account managers to understand client environments and business objectives. Your role is to proactively mitigate risks, resolve complex technical issues, and collaborate with developers to create permanent solutions, ensuring a superior customer experience.
Key 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 teams to implement 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.
Key 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 teams to implement 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:
4+ years of experience as a Support Engineer.
Previous experience with Endpoint Security software.
SIEM experience, including a deep understanding of how SIEMs work, creating custom collections, data parsing, and creating complex correlation rules, reports and dashboards.
Experience working with EDR tools.
Required basic networking knowledge with the 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).
Excellent written and verbal communication skills.
Strong customer advocacy skills and experience, with an ability to work in difficult customer situations.
Preferred Qualifications
Knowledge of Cloud infrastructure.
Experience in incident response.
Experience with scripting.
Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange).
4+ years of experience as a Support Engineer.
Previous experience with Endpoint Security software.
SIEM experience, including a deep understanding of how SIEMs work, creating custom collections, data parsing, and creating complex correlation rules, reports and dashboards.
Experience working with EDR tools.
Required basic networking knowledge with the 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).
Excellent written and verbal communication skills.
Strong customer advocacy skills and experience, with an ability to work in difficult customer situations.
Preferred Qualifications
Knowledge of Cloud infrastructure.
Experience in incident response.
Experience with scripting.
Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange).
This position is open to all candidates.
