Senior Technical Support Engineer

Madrid - 18-Month Initial Fixed-Term Contract

Location:

Madrid, Spain - Hybrid (3 days per week in the Madrid office)

We are seeking a Senior Support Engineer to join the Cortex XSIAM Support team at a leading global cybersecurity company.

Role Overview:

This is a highly customer-focused technical role, requiring someone who combines strong troubleshooting skills with in-depth knowledge of endpoint security, SIEM technologies and networking.

You will work directly with customers to investigate and resolve complex technical issues, manage escalations and provide timely support in line with agreed Service Level Agreements (SLAs). You will also collaborate with internal technical and Engineering teams to identify root causes, implement corrective actions and improve the overall customer experience.

Key Responsibilities:

• Manage customer support cases and escalations from initial investigation through to resolution, ensuring adherence to established SLAs.
• Provide technical support and troubleshooting via ticketing systems, phone and remote sessions.
• Perform advanced troubleshooting across applications, operating systems and complex customer environments.
• Investigate technical issues relating to endpoint security, SIEM technologies, configurations and integrations.
• Identify the source of technical faults across code, customer environments and product configurations, working with the appropriate internal teams to resolve issues.
• Conduct root cause investigations and support the implementation of corrective and preventative measures.
• Document troubleshooting activities, findings and resolutions clearly for both customers and internal teams.
• Provide timely feedback to Engineering and Development teams on customer-reported product issues.
• Build strong customer relationships through clear communication, customer advocacy and a proactive approach to problem-solving.

Qualifications & Experience:

• 3+ years of experience as a Support Engineer.
• Previous experience working with endpoint security software.
• Experience with endpoint security technologies such as Cortex XSIAM or Cortex XDR would be highly desirable.
• Strong SIEM experience, including an understanding of SIEM architecture, custom data collection and parsing, correlation rules, reports, dashboards and integrations.
• Experience working with EDR tools.
• Good foundational networking knowledge, with the ability to troubleshoot complex environments involving multiple applications and protocols.
• Experience supporting Windows, macOS and Linux environments, including installation, troubleshooting and debugging.
• Proven ability to manage challenging customer situations and advocate effectively for customers.
• Experience with cloud infrastructure, incident response and scripting would be advantageous.

This is a highly customer-focused technical role, requiring someone who combines strong troubleshooting skills with in-depth knowledge of endpoint security, SIEM technologies and networking., * 3+ years of experience as a Support Engineer.

• Previous experience working with endpoint security software.
• Experience with endpoint security technologies such as Cortex XSIAM or Cortex XDR would be highly desirable.
• Strong SIEM experience, including an understanding of SIEM architecture, custom data collection and parsing, correlation rules, reports, dashboards and integrations.
• Experience working with EDR tools.
• Good foundational networking knowledge, with the ability to troubleshoot complex environments involving multiple applications and protocols.
• Experience supporting Windows, macOS and Linux environments, including installation, troubleshooting and debugging.
• Proven ability to manage challenging customer situations and advocate effectively for customers.
• Experience with cloud infrastructure, incident response and scripting would be advantageous.