Technical Support Engineer

Job Description

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSOAR support team, you will serve our customer base providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. Your Impact Respond to user-reported issues in adherence to established Service Level Agreements Triage customer reported issues and respond to them via ticketing system, phone or remote sessions Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix Provide timely feedback into the development process on customer-reported product problems Document actions to effectively communicate information internally and to customers Facilitate root cause investigations and manage the implementation of corrective and preventative measures Your Experience BE/B.Tech engineering, equivalent technical degree or equivalent military experience required Minimum 3+ years of relevant experience in network or security products Able to troubleshoot and be a problem solver with analytical proficiency in Linux Strong hands on scripting skills - Javascript OR Python OR Powershell Must have knowledge on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools Excellent customer service skills Previous experience in at least one customer-facing technical support position as Support Engineer or as Escalations Engineer in Cybersecurity SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools Must have knowledge and experience in network/Cybersecurity industry