Senior Technical Support Engineer - Focused Services, Cortex XSIAM

JR Spain; Alicante; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A cybersecurity company is seeking a Senior Technical Support Engineer to join their Cortex XSIAM team in Alicante. This role involves providing exceptional technical support, handling client inquiries, and collaborating with various teams to diagnose and resolve issues. A strong background in Endpoint Security, SIEM, and technical support is required, along with fluency in English. The company values diversity and inclusion while supporting continuous learning for employees.

Formación

• 4+ years as a Support Engineer.
• Experience with Endpoint Security software, SIEM and EDR tools.
• Fluency in English is mandatory; Spanish, French, or German are advantageous.

Responsabilidades

• Provide technical support through phone, email, or remote sessions within SLAs.
• Deliver first-class support, mitigate risks, and resolve technical issues proactively.
• Document actions clearly for internal and customer communication.

Conocimientos

Technical Support

Endpoint Security

SIEM

Networking

Communication Skills

Descripción del empleo

Social network you want to login/join with:

Senior Technical Support Engineer - Focused Services, Cortex XSIAM, alacant

col-narrow-left

Client:

Location:

alacant, Spain

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

359911287384388403232460

Job Views:

1

Posted:

23.07.2025

Expiry Date:

06.09.2025

col-wide

Job Description:

Our Mission: At Palo Alto Networks, 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 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 relentless in protecting our customers and believe that the unique ideas of every team member contribute to our collective success. Our values, crowdsourced by employees, are reflected in our daily actions — from disruptive innovation and collaboration to integrity and inclusion. As part of our team, you'll help shape the future of cybersecurity, working fast, valuing ongoing learning, and respecting individual needs through our development and wellbeing programs, including FLEXBenefits, mental and financial health resources, and personalized learning opportunities.

Job Description: Your Career: We are seeking a highly motivated, customer-focused professional. As part of the global Cortex XSIAM support team, you will provide technical support by handling inquiries and managing escalations via phone, email, or remote sessions within service level agreements. Your role involves delivering first-class support, working closely with technical account managers to understand client environments, mitigate risks, and resolve technical issues proactively. You will collaborate with developers to reproduce and resolve issues, developing permanent solutions to prevent future problems.

Your Impact: Respond to user-reported issues adhering to SLAs, triage issues via ticketing system, phone, or remote sessions, perform advanced troubleshooting at application and OS levels, identify faults, and work with relevant teams for fixes. Document actions clearly for internal and customer communication, facilitate root cause analysis, and implement corrective measures.

Qualifications: Previous experience with Endpoint Security software is required, along with SIEM experience including understanding of how SIEMs work, creating custom collections, data parsing, complex rules, reports, and dashboards, and integrating SIEMs. Experience with EDR tools, basic networking, Windows, MacOS, Linux, and 4+ years as a Support Engineer is necessary. Fundamental knowledge of Kubernetes, GCP, AWS, and strong communication skills are essential. Knowledge of cloud infrastructure, incident response, scripting, and MS Server solutions are pluses. Fluency in English is mandatory; Spanish, French, or German are advantageous.

Additional Information: Our technical support team is crucial to our success. We support clients post-purchase, implementing new products, transitioning old ones, and resolving critical issues. We are committed to diversity and providing accommodations for individuals with disabilities. For assistance, contact us at [emailprotected]. Palo Alto Networks is an equal opportunity employer, celebrating diversity and ensuring consideration for all qualified applicants.