Senior Technical Support Engineer - Focused Services, Cortex XSIAM

Provide technical support for Cortex XSIAM, troubleshooting complex cybersecurity issues and collaborating with developers to resolve customer problems.

Description

• Respond to user-reported issues within established Service Level Agreements via ticketing system, phone, or remote sessions.
• Perform advanced troubleshooting at application and OS levels to identify faults and areas of concern.
• Collaborate with development teams to reproduce issues and implement permanent solutions.
• Facilitate root cause investigations and manage implementation of corrective and preventative measures.
• Document actions and provide timely feedback to customers and internal teams.
• Proactively identify and mitigate risks in customer networks before escalation.

Requirements

• 4+ years of experience as a Support Engineer.
• Previous experience with Endpoint Security software required.
• Deep understanding of SIEMs with experience creating custom collections, data parsing, and complex correlation rules.
• Experience with EDR tools and integration/implementation of SIEM solutions.
• Proficiency with Windows OS, MacOS, and Linux applications (installation, troubleshooting, debugging).
• Fundamental understanding of Kubernetes, GCP, and AWS for cloud agent deployment and data extraction.
• Strong written and verbal communication skills with customer advocacy experience.
• Basic networking knowledge and ability to independently debug complex, mixed environments.