Senior Technical Support Engineer – XSOAR

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

📋 Description

• Address technical issues reported by customers in line with established Service Level Agreements (SLAs)

• Assess, investigate, and resolve intricate technical problems via ticketing systems, phone communications, and remote support sessions

• Execute advanced troubleshooting at both the application and operating system levels

• Evaluate technical issues to determine if the underlying cause is related to product code, configuration, infrastructure, or the customer’s environment

• Partner with Engineering, R&D, Product, and other internal teams to facilitate issue resolution

• Manage escalated and high-impact customer situations while ensuring a high level of customer satisfaction

• Conduct investigations to identify root causes and assist in implementing corrective and preventive measures

• Record troubleshooting efforts, technical findings, solutions, and recommendations for customers and internal stakeholders

• Provide constructive feedback to development teams regarding customer-reported product issues and possible enhancements

⛳️ Requirements

• Minimum of 3 years of experience as a Technical Support Engineer, ideally in a Senior Support Engineer or Escalation Engineer capacity

• Prior experience in a customer-facing technical support role

• Strong understanding of Linux operating systems, encompassing installation, troubleshooting, debugging, and log analysis

• Solid foundational knowledge in networking and experience resolving complex network issues

• Proficient in troubleshooting at both the application and operating system levels

• Experience in supporting complex, distributed, highly available, or large-scale enterprise environments

• Ability to identify and isolate issues associated with software, configuration, infrastructure, or customer environments

• Proficient in scripting with at least one language, such as Python, JavaScript, or PowerShell

• Exceptional analytical and problem-solving abilities

• Strong written and verbal communication skills, with the capability to articulate complex technical concepts clearly

• Experience managing customer inquiries in accordance with established SLAs

• Ability to effectively collaborate with cross-functional technical teams in a dynamic environment

• Availability for a Monday–Friday schedule, with occasional weekend support requirements

🏝️ Benefits

• Fully remote work opportunity within Spain

• Provision of a laptop and necessary working equipment

• Long-term contract opportunity with the possibility of extension or permanent position

• Chance to work with advanced cybersecurity technologies

• Collaboration with international technical and engineering teams

• Exposure to complex enterprise-level technical environments