Senior Technical Support Engineer, Cortex XSIAM Focused Services

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver technical assistance to Cortex XSIAM clients through support inquiries, escalations, phone communications, and emails while adhering to defined service level agreements.

• Collaborate with technical account managers to tailor the customer experience and align with client business goals and technical frameworks.

• Mitigate risks and address technical challenges within customer networks.

• Anticipate potential issues and proactively identify complex problems and their solutions.

• Work alongside developers to replicate issues and formulate lasting resolutions.

• Respond to user-reported problems in compliance with established Service Level Agreements.

• Manage customer-reported issues through a ticketing system, phone, or remote sessions.

• Conduct advanced troubleshooting at both the application and operating system levels.

• Determine whether faults originate from code, the environment, or configuration, and collaborate with relevant teams to implement fixes.

• Provide prompt feedback to development regarding customer-reported product issues.

• Document actions taken for effective internal and customer communication.

• Facilitate investigations into root causes.

• Oversee the implementation of corrective and preventive measures.

⛳️ Requirements

• Prior experience with Endpoint Security software is essential.

• Eligibility for UK Clearance is required.

• In-depth understanding of how SIEMs function.

• Proven experience in creating custom collections and data parsing.

• Experience in developing complex correlation rules, reports, and dashboards.

• Background in integrating and implementing SIEMs.

• Familiarity with EDR tools.

• Excellent communication and customer service abilities.

• Basic knowledge of networking principles.

• Capability to independently debug extensive, complex, and unique environments with diverse applications and protocols.

• Experience with Windows OS, MacOS, and Linux-based applications, including installation, troubleshooting, and debugging.

• A minimum of 4 years of experience as a Support Engineer.

• Fundamental knowledge of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.

• Outstanding written and verbal communication skills.

• Strong customer advocacy skills and experience, particularly in challenging customer situations.

• Proficiency in English is mandatory.

• Fluency in Spanish, French, or German is advantageous.

• Familiarity with cloud infrastructure is a plus.

• Experience in incident response is beneficial.

• Scripting experience is a plus.

• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is advantageous.

• Immigration sponsorship is not available; applicants must not require employer-sponsored work visas.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities or special needs.

• Equal opportunity employment.

• Confidential handling of applicant information in accordance with EEO guidelines.