Technical Support Engineer

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, answering incoming inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. You will collaborate with technical account managers to personalize our customers’ experience, learn their business objectives, mitigate risks, and resolve technical issues to the highest quality., * Respond to user-reported issues in adherence to established Service Level Agreements.

• Triage customer-reported issues and respond via ticketing system, phone, or remote sessions.
• Perform advanced troubleshooting at the application level and OS level utilizing knowledge and expertise.
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement fixes.
• 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 preventive measures.

• Previous experience with Endpoint Security software is required.
• SIEM experience - deep understanding of how SIEMs work; experience creating custom collections, data parsing, correlation rules, reports, and dashboards.
• Experience in integration and implementation of SIEMs.
• Experience working with EDR tools.
• Strong communication and customer service skills and ability to work in difficult customer situations.
• Basic networking knowledge and ability to debug complex environments.
• Experience with Windows OS, MacOS, and Linux application troubleshooting (installation, debugging).
• 4 + years of experience as a Support Engineer.
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
• Strong written and verbal communication skills.
• Knowledge of cloud infrastructure is a plus.
• Experience in incident response and scripting is a plus.
• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus.
• Fluent English; Spanish/French/German an advantage.