Senior Technical Support Engineer

Looking for Senior support engineer- XSIAM for a long term contract role based in Madrid.

Your Impact

This position calls for someone who possesses a good customer-focused professional background and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.

• 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, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
• 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 preventative measures

Your Experience

• Previous experience with Endpoint Security software is required
• SIEM experience, including -
• Deep understanding of how SIEMs works
• 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 - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
• Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)
• 3+ years of experience as a Support Engineer
• Excellent written and verbal communication skills
• Strong customer advocacy skills and experience, ability to work in difficult customer situations
• Knowledge of Cloud infrastructure a plus
• Experience in incident response a plus
• Experience with scripting a plus
• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus

• Previous experience with Endpoint Security software is required
• SIEM experience, including -
• Deep understanding of how SIEMs works
• 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 - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
• Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)
• 3+ years of experience as a Support Engineer
• Excellent written and verbal communication skills
• Strong customer advocacy skills and experience, ability to work in difficult customer situations
• Knowledge of Cloud infrastructure a plus
• Experience in incident response a plus
• Experience with scripting a plus
• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus