Sr Technical Support Engineer Cortex XSIAM

Your Career

As a Senior Technical Support Engineer you will engage directly with our valued customers to address intricate postsales concerns. Your role involves indepth evaluation of multifaceted scenarios employing critical thinking to understand methods techniques and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine and your knack for explaining complex technical issues to both technical and nontechnical professionals will be a strong asset.

Under Focused Services you will be a designated customer advocate who will assist in providing tailored support weekly reviews root cause analysis for critical issues release review and upgrade planning and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will actively contribute to technical discussions within crossfunctional teams fostering transparency that drives product improvement enriches work environments and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully providing technical assistance even in highpressure situations.

Your Impact

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution including timely followups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training marketing manuals and troubleshooting guides
• Travel to customer sites for critical situations expediting resolutions as needed
• Provide configurations troubleshooting and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Participate in weekend oncall rotation and provide afterhours support as required
• Communicate complex technical issues effectively to internal and external stakeholders

Qualifications :

Your Experience

• Proficiency with Windows OS Linux OS iOS Android OS and macOS applications (Installation troubleshooting debugging) along with deployment tools (SCCM GPO AD JAMF)
• Analytical troubleshooting skills in Linux displaying problemsolving abilities
• Strong proficiency in software and infrastructure troubleshooting testing and debugging
• Independent troubleshooting ability in diverse complex environments with mixed applications and protocols
• Familiarity with Internetbased technologies including DNS Security IP Routing SSH FTP HTTP/HTTPS Email Routing
• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog Cloud Watch advantageous)
• Intermediate knowledge of SIEM tools for parsing correlation data modeling and dashboards
• Exposure to SIEM vulnerability management tools and firewalls 
• Experience working in a collaborative 24x7 uptime environment with oncall responsibilities
• Comfortable collaborating across diverse crossfunctional teams with open communication
• Previous experience in a customerfacing technical support role (Support Engineer) advantageous
• Fundamental understanding of Kubernetes GCP and AWS for troubleshooting cloud agent deployment and data extraction
• Basic scripting knowledge (JS/Python/PowerShell SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
• A bachelors degree in computer science or related discipline or equivalent military experience required (advantageous)
• Spanish Speaking is a plus

Remote Work :

No

Employment Type :

Fulltime