Senior Technical Support Engineer - Focused Services, Cortex XSIAM
- España
- Permanente
- Tiempo completo
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.Who We AreWe take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!Job DescriptionYour CareerWe are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.Our methodology is first class support. We've been recognized for it as an industry leader and we're dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer's experience. You will learn your client's business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You're close to the deployment of cybersecurity solutions - and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions - and you don't wait for those issues to escalate from our clients. Instead, you find them. You'll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.Your ImpactRespond to user-reported issues in adherence to established Service Level AgreementsTriage customer reported issues and respond to them via ticketing system, phone, or remote sessionsPerform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertiseIdentify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fixProvide timely feedback into the development process on customer-reported product problemsDocument actions to effectively communicate information internally and to customersFacilitate root cause investigations and manage the implementation of corrective and preventative measuresQualificationsYour 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)
- 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