Senior Technical Support Engineer

About the role

As a Senior Technical Support Engineer for Focused Services - XDR/XSIAM, you will be a dedicated partner to our customers, ensuring their success with our Cortex XDR/XSIAM products. You will leverage your deep technical expertise to proactively mitigate risks, troubleshoot complex issues, and provide personalized support as a virtual member of their team.

What you'll do

• Respond to and triage user-reported issues via ticketing system, phone, or remote sessions, adhering to established Service Level Agreements
• Perform advanced, multi-level troubleshooting at the application and OS level to isolate and resolve complex technical problems
• Collaborate effectively with development and other teams to identify fault areas (code, environment, configuration) and drive the implementation of fixes
• Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures to prevent future occurrences
• Proactively engage with customers to address Cortex XDR technical needs and provide escalation management for enterprise deployment issues

What you need

• 4–7 yrs of experience
• Troubleshooting
• Windows
• Linux
• SIEM
• SQL Server
• Ticketing tools
• B.Tech or B.E.

Good to have

• VMware
• AWS
• GCP
• DLP
• Bash
• Python