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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. This role is pivotal in managing escalations, performing root cause analysis, and collaborating with internal teams to drive swift resolutions and enhance the customer experience.
Job Responsibility:
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
Document all actions and solutions meticulously in tracking systems and account-specific repositories to ensure alignment and knowledge sharing
Reproduce customer issues in a lab environment to assist developers in resolving technical challenges and provide timely product feedback
Requirements:
Bachelor's degree in Engineering, a related technical field, equivalent military experience, or equivalent practical experience
4+ years of experience in a technical support, systems engineering, or similar role with a focus on customer service
Demonstrated experience with endpoint security technologies such as XDR, SOAR, or SIEM
Expertise in troubleshooting and debugging applications on Windows, Linux, and macOS operating systems
Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits
Nice to have:
Experience with bash or Python scripting for automation and analysis
Knowledge of cloud infrastructure (e.g., AWS, Azure, GCP) and VDI environments (e.g., VMware, Citrix)
Experience with additional security tools like Antivirus, DLP, IPS, and NAC
Experience troubleshooting Android OS based applications