About the Role
This position involves providing advanced technical support to customers using the Cortex XSIAM solution, diagnosing and resolving critical issues, and collaborating with engineering teams to deliver timely resolutions.
Responsibilities
- Diagnose and resolve high-severity technical issues reported by customers
- Serve as a point of escalation for complex support cases
- Analyze system logs and diagnostic data to identify root causes
- Collaborate with product and engineering teams to address unresolved issues
- Provide guidance to junior support staff on technical challenges
- Document troubleshooting procedures and solutions
- Support customers during critical security incidents
- Work across time zones to meet customer needs
- Troubleshoot cloud-based deployments and integrations
- Assist with onboarding and technical enablement of new customers
- Reproduce reported issues in lab environments
- Escalate bugs and feature requests to development teams
- Maintain up-to-date knowledge of platform updates
- Participate in on-call rotations for after-hours support
- Ensure case resolution meets service level agreements
- Communicate technical details clearly to non-technical stakeholders
- Validate fixes and patches before customer deployment
- Support integration with third-party security tools
- Monitor case trends to identify systemic issues
- Contribute to knowledge base content
Nice to Have
- Certifications in cloud platforms or cybersecurity
- Hands-on experience with Cortex XDR or XSIAM
- Knowledge of Kubernetes and container security
- Experience with large-scale enterprise deployments
- Background in software development or DevOps
- Familiarity with SOC operations
- Prior work in a security operations center
- Understanding of MITRE ATT&CK framework
- Experience with log analysis tools like Splunk or ELK
- Knowledge of threat intelligence platforms
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexibility based on location
Team
Part of a global technical support team focused on cloud-native security solutions
About the Team
This role is part of a specialized support unit dedicated to the Cortex XSIAM platform, serving enterprise customers with complex security monitoring needs.
What We Value
Technical curiosity, customer empathy, and a commitment to resolving issues thoroughly and efficiently.
Available for qualified candidates in select regions
