Senior Technical Support Engineer - Focused Services, Cortex XSIAM

Your Career

We 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 Impact

• Respond to user-reported issues in adherence to established Service Level Agreements

• Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions

• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise 

• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix

• Provide timely feedback into the development process on customer-reported product problems

• Document actions to effectively communicate information internally and to customers

• Facilitate root cause investigations and manage the implementation of corrective and preventative measures