Full-Time Senior Technical Support Engineer, Cortex XSIAM

• 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.
• Identify the area of fault and work with the appropriate team(s) implementing the fix.
• 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.
• Deep understanding of how SIEMs work.
• 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.
• Experience with Windows OS, MacOS, and Linux based applications.
• 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.
• Knowledge of Cloud infrastructure a plus.
• Experience in incident response a plus.
• Experience with scripting a plus.

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