Senior Technical Support Engineer – Focused Services, Cortex XSIAM

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

📋 Description

• Address user-reported issues in accordance with established Service Level Agreements.

• Evaluate customer-reported issues and respond through the ticketing system, phone calls, or remote sessions.

• Conduct advanced troubleshooting at both the application and operating system levels, utilizing your expertise and knowledge.

• Determine the source of faults (code, environment, or configuration) and collaborate with relevant teams to implement solutions.

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

• Document actions to ensure effective communication of information internally and to customers.

• Lead root cause investigations and oversee the implementation of corrective and preventive measures.

⛳️ Requirements

• Prior experience with Endpoint Security software is essential.

• Experience with SIEM systems.

• In-depth understanding of how SIEMs function.

• Proven experience in creating custom collections and data parsing.

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

• Experience in the integration and implementation of SIEM solutions.

• Familiarity with EDR tools is required.

• Basic networking knowledge is necessary—ability to independently debug broad, complex, and unique environments with varied applications and protocols.

• Experience with Windows OS, MacOS, and Linux applications (installation, troubleshooting, debugging).

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

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

• Exceptional written and verbal communication skills.

• Strong customer advocacy skills and experience, with the ability to handle challenging customer situations.

• Knowledge of cloud infrastructure is a plus.

• Experience in incident response is an advantage.

• Experience with scripting is beneficial.

• Familiarity with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus.

• Fluency in English is mandatory; proficiency in Spanish, French, or German is an advantage.

🏝️ Benefits

• Competitive salary.

• Health insurance.

• Flexible working hours.

• Budget for professional development.

• Allowance for home office setup.

• Participation in global team events.