Full-Time Senior Technical Support Engineer, Cortex XSIAM

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support.

• 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

Previous experience with Endpoint Security software is required
SIEM experience, including

• 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
Experience with strong communication and customer service skills
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

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