Sr. Technical Support Engineer, Focused Services

About the role

As a Technical Support Engineer for Cortex XSOAR, you will be a key member of our global support team, dedicated to providing a world-class customer experience. You will leverage your technical expertise to resolve complex issues, manage escalations, and serve as a trusted advisor for our customers, ensuring they maximize the value of our security orchestration and automation platform.

What you'll do

• Respond to and resolve customer-reported issues via tickets, phone, and remote sessions, adhering to established service level agreements
• Perform advanced application and OS-level troubleshooting to diagnose complex technical problems in customer environments
• Proactively collaborate with engineering and other teams to identify the root cause of faults (code, environment, configuration) and assist in implementing fixes
• Challenge curiously by providing timely and detailed feedback to the development team on customer-reported product issues to drive product improvement
• Meticulously document all troubleshooting steps and customer interactions to ensure clear communication and knowledge sharing

What you need

• 5–9 yrs of experience
• Troubleshooting
• Linux
• Firewalls
• SIEM
• Vulnerability assessment
• Python
• B.Sc or B.Tech or B.E. or BCA

Good to have

• JavaScript
• PowerShell
• Root cause analysis