Senior Technical Support Engineer (XSIAM)

As a highly motivated and customer-focused professional on the global Cortex XSIAM support team, you will provide first-class technical support by managing incoming inquiries and escalations within defined SLAs. You will proactively identify and resolve complex technical issues, collaborating with technical account managers and developers to mitigate risks and develop permanent solutions. This role requires a deep understanding of client environments to ensure the successful deployment and operation of our cybersecurity solutions, finding and resolving issues before they escalate.
Key Responsibilities
Respond to user-reported issues in adherence to established Service Level Agreements.
Triage customer reported issues and respond via ticketing system, phone, or remote sessions.
Perform advanced troubleshooting at the application and OS level, using your knowledge and relevant expertise.
Identify the area of fault (code, environment, or configuration) and work with the appropriate teams

דרישות:

4+ years of experience as a Support Engineer.
Previous experience with Endpoint Security software.
Extensive SIEM experience, including creating custom collections, data parsing, complex correlation rules, reports, dashboards, and system integration.
Experience working with EDR tools.
Strong networking knowledge with the ability to independently debug broad, complex, and unique environments.
Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging).
Excellent written and verbal communication skills with strong customer advocacy experience.
Preferred Qualifications
Knowledge of Cloud infrastructure.
Experience in incident response.
Experience with scripting.
Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange). המשרה מיועדת לנשים ולגברים כאחד.