Senior Technical Support Engineer - Focused Services, Cortex XSIAM

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

Descripción de la vacante

A leading tech company is seeking a Support Engineer to join its global support team in Santander, Spain. This role involves providing excellent technical support, troubleshooting issues, and collaborating with developers for solutions. Candidates should have extensive experience with endpoint security and SIEM systems, along with strong communication skills. Fluency in English is required, with additional languages preferred. The company values diversity and offers an inclusive work environment.

Formación

• At least 4 years of experience as a Support Engineer.
• Strong troubleshooting skills across Windows, MacOS, Linux.
• Fluent English; additional languages are a plus.

Responsabilidades

• Provide technical support and respond to customer inquiries.
• Troubleshoot issues and coordinate with teams for fixes.
• Document actions and facilitate root cause analysis.

Conocimientos

Endpoint Security

SIEM systems

EDR tools

Networking

Cloud platforms (GCP, AWS)

Troubleshooting

Communication skills

Customer advocacy

Descripción del empleo

Our Mission
At Palo Alto Networks, everything starts and ends with our mission: to be 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 committed to challenging and disrupting the way things are done, and we seek innovators dedicated to shaping the future of cybersecurity.

Who We Are
We take our mission seriously, relentlessly protecting our customers. We value the unique ideas of every team member, fostering a culture of disruptive innovation, collaboration, integrity, and inclusion. We work fast, prioritize ongoing learning, and respect individual needs through programs like FLEXBenefits, mental and financial health resources, and personalized learning opportunities.

Job Description

Your Career
We are looking for a highly motivated, customer-focused Support Engineer to join our global Cortex XSIAM support team. You will provide technical support by responding to inquiries, managing escalations, and ensuring service level agreements are met. Your role involves working closely with technical account managers to understand customer 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 within SLA guidelines.
• Triaging issues via ticketing system, phone, or remote sessions.
• Perform advanced troubleshooting at application and OS levels.
• Identify faults and coordinate with relevant teams for fixes.
• Provide feedback to development teams on product issues.
• Document actions and facilitate root cause analysis and corrective measures.

Qualifications

• Previous experience with Endpoint Security software and SIEM systems.
• Knowledge of creating custom data collections, parsing, and correlation rules.
• Experience with EDR tools, networking, and cloud platforms like GCP, AWS.
• Strong communication skills and customer advocacy.
• Basic networking knowledge, troubleshooting skills across Windows, MacOS, Linux.
• At least 4+ years as a Support Engineer.
• Fluent English; additional languages like Spanish, French, or German are advantageous.

Additional Information

Our technical support team is vital to our success, implementing new products, resolving critical issues, and ensuring customer safety. We are committed to diversity and provide accommodations for individuals with disabilities. Palo Alto Networks is an equal opportunity employer, fostering an inclusive environment for all applicants.