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

Previous experience with Endpoint Security software is required
SIEM experience
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
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)
4+ years of experience as a Support Engineer
Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
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
Fluent English is mandatory / Spanish or French or German are an advantage.

Senior Technical Support Engineer – Focused Services, Cortex XSIAM

Key skills