Senior Technical Support Engineer

Overview

Senior Technical Support Engineer for Focused Services - XDR/XSIAM, serving as a dedicated partner to customers to ensure their success with Cortex XDR/XSIAM products.

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.
• 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.

What you'll need

• 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.

Details

• Location: Bangalore, India (Bagmane Tech Park).
• Work mode: Most teams work from the office full time, with flexibility when needed.
• No immigration sponsorship is offered for this position.