Sr. Technical Support Engineer, Focused Services

About the role

As a Senior Technical Support Engineer for Focused Services - XDR, you will be a dedicated partner to our customers, ensuring their success with our Cortex XDR 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

• 6–8 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