Senior Technical Support Engineer

Infotree Global Solutions; Madrid; On-site; EUR 55,000 - 75,000; Full time

Job summary

Infotree Global Solutions is seeking a Senior Support Engineer for XSIAM in Madrid. The role focuses on resolving user-reported issues within SLAs, performing advanced troubleshooting, and collaborating with cross-functional teams to implement fixes.

The ideal candidate has 3+ years as a Support Engineer, strong networking knowledge, SIEM/EDR experience, and proficiency across Windows, MacOS and Linux environments. Excellent communication and customer advocacy are essential.

Qualifications

• 3+ years as a Support Engineer.
• Experience with Endpoint Security software is required.
• SIEM experience and understanding of SIEM fundamentals.
• Experience creating custom collections and data parsing.
• Experience creating complex correlation rules, reports and dashboards.
• Experience in SIEM integration and implementation.
• Experience with EDR tools.
• Basic networking knowledge.
• Experience with Windows, MacOS and Linux applications.
• Excellent written and verbal communication skills.
• Strong customer advocacy skills.
• Knowledge of Cloud infrastructure is a plus.
• Incident response experience is a plus.
• Scripting experience is a plus.
• MS Server related skills (SCCM, GPO, AD, MSSQL, IIS, Exchange) are a plus.

Responsibilities

• Respond to user-reported issues in adherence to SLAs.
• Triage customer reported issues via ticketing system, phone, or remote sessions.
• Perform advanced troubleshooting at application and OS level.
• Identify fault area and work with teams to implement fixes.
• Provide feedback into the development process on customer problems.
• Document actions to communicate information internally and to customers.
• Facilitate root cause investigations and implement corrective measures.

Skills

Communication skills

Customer focus

Networking basics

Cross-platform troubleshooting

Scripting basics

Tools

SIEM

EDR tools

Windows OS

MacOS

Linux OS

SCCM

GPO

AD

MSSQL

IIS

Exchange

Job description

Looking for Senior support engineer- XSIAM for a long term contract role based in Madrid.

Your Impact

This position calls for someone who possesses a good customer-focused professional background and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.

• 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

• Previous experience with Endpoint Security software is required
• SIEM experience, including -
• Deep understanding of how SIEMs works
• Experience in creating custom collections and data parsing
• Experience in creating complex correlation rules, reports and dashboard
• Experience in integration and implementation of SIEMs
• Experience working with EDR tools
• Experience with strong communication and customer service skills
• Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
• Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)
• 3+ years of experience as a Support Engineer
• Excellent written and verbal communication skills
• Strong customer advocacy skills and experience, ability to work in difficult customer situations
• Knowledge of Cloud infrastructure a plus
• Experience in incident response a plus
• Experience with scripting a plus
• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus