About this role
Job Summary
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.
Responsibilities
- 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.
- Lead root cause analysis investigations and manage the implementation of corrective and preventative actions to prevent future occurrences.
- Empower others by creating and contributing to knowledge base articles, best practice guides, and other customer-facing resources.
Qualifications
Required Qualifications
- Minimum 5 years of experience in a customer-facing technical support role (e.g., Senior Support Engineer, Escalations Engineer).
- Advanced analytical and troubleshooting proficiency in Linux environments.
- Demonstrated scripting skills in at least one of the following: Python, JavaScript, or PowerShell.
- Solid understanding of security technologies such as Firewalls, Endpoint Prevention, SIEM, and Vulnerability Management tools.
- Excellent customer service, communication, and interpersonal skills.
Preferred Qualifications
- Direct experience with a SOAR platform, including writing and expanding playbooks using automation.
- Broader cybersecurity industry knowledge and hands-on experience.
- Bachelors degree in Computer Science, Information Technology, or a related field.
- Relevant industry certifications (e.g., CompTIA Security+, GIAC).
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Skills
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