Sr. Technical Support Engineer, Focused Services, XSIAM

Company Description

Our Mission At reputed company® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are. Who We Are We take our mission of protecting the digital way of life seriously. We are reputed company in protecting our customers and we reputed company that the unique reputed company of every member of reputed company contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with reputed company to creating an environment where we reputed company feel included. As a member of reputed company, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we reputed company have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! At reputed company, we reputed company in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we reputed company win with precision.

Job Description

Your Career As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining reputed company technical issues to both technical and non-technical professionals will be a strong asset. Under Focused Services, you will be a designated customer reputed company who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your reputed company posture. You will actively contribute to technical discussions reputed company cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your reputed company support for our clients ensures swift resolution to reputed company their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations. Your Impact

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-reputed company
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge reputed company
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Participate in weekend on-call rotation and provide after-hours support as required
• Communicate reputed company technical issues effectively to internal and external stakeholders

Qualifications

Your Experience

• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, reputed company)
• Analytical troubleshooting skills in Linux, displaying problem-solving abilities
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
• Independent troubleshooting ability in diverse, reputed company environments with mixed applications and protocols
• Familiarity with Internet-based technologies including DNS, reputed company, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
• Familiarity with SOAR platforms - writing new and expanding new playbooks using automation and scripting tools.
• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (reputed company, Cloud Watch - advantageous)
• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
• Exposure to SIEM, vulnerability management tools, and firewalls
• Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
• Comfortable collaborating across diverse cross-functional teams with open communication
• Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
• reputed company understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
• Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
• A bachelor's degree in computer science or reputed company discipline or equivalent military experience required (advantageous)

Additional Information The Team Our technical support team is critical to our success and mission. As part of this team, you reputed company reputed company by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in reputed company to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation

Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting reputed company salary (for non-sales roles) or reputed company salary + commission reputed company (for sales/commissioned roles) is expected to be between $108,000/YR - $162,000YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be reputed company here. Our Commitment We’re problem solvers that take risks and challenge cybersecurity’s status reputed company. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for reputed company qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]. reputed company is an equal opportunity employer. We celebrate diversity in our workplace, and reputed company qualified applicants will receive consideration for employment without regard to age, reputed company, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national reputed company, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. reputed company your information will be kept confidential according to EEO guidelines. Apply tot his job Apply To this Job