Senior Technical Support Engineer, Cortex XSIAM

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability and user experience
• Communicate complex technical issues effectively to internal and external stakeholders
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change

• 5+ years related experience
• Experience supporting EndPoint software products (Antivirus, DLP, IPS, NAC, EDR)
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
• Experience with Android OS based applications (Installation, troubleshooting, Debugging)
• Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
• Knowledge of SIEM, vulnerability management tools and firewalls
• Understanding of malware, exploits, operating system structure and behavior
• Scripting knowledge with Python\PowerShell\JS scripting
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Ability to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teams

Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus