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Senior Technical Support Engineer - Focused Services, Cortex XSIAM
Job summary
A leading cybersecurity firm is seeking a Senior Technical Support Engineer to join their Cortex XSIAM support team in Madrid. The role entails providing top-notch technical support, managing escalations, and personalizing customer experiences. Candidates should possess over four years of experience in support roles, along with strong skills in endpoint security, network troubleshooting, and excellent communication in English. Opportunities for development and various benefits are provided to all employees.
Qualifications
- 4+ years as a Support Engineer.
- Experience with Endpoint Security and SIEMs.
- Understanding of cloud platforms.
Responsibilities
- Respond to user-reported issues within SLA.
- Triaging and resolving issues via ticketing and phone.
- Perform advanced troubleshooting at application and OS levels.
Skills
Tools
Job Title: Senior Technical Support Engineer - Focused Services, Cortex XSIAM, Madrid
Madrid, Spain
Other
Yes
747276160773128192032460
1
23.07.2025
06.09.2025
Our Mission: At Palo Alto Networks, our mission is to be the cybersecurity partner of choice, protecting our digital way of life. Our vision is a safer and more secure world each day. We are committed to innovation, disruption, and shaping the future of cybersecurity.
Who We Are: We take our mission seriously, valuing ongoing learning, collaboration, integrity, and inclusion. We support our employees' development and personal wellbeing through various programs and benefits.
Job Role: As part of our Cortex XSIAM support team, you will provide technical support to our customers, handle inquiries, manage escalations, and work closely with technical account managers to personalize customer experiences. Your focus will be on mitigating risks and resolving technical issues proactively.
Your Responsibilities:
- Respond to user-reported issues within SLA
- Triaging and resolving issues via ticketing, phone, or remote sessions
- Perform advanced troubleshooting at application and OS levels
- Identify faults and collaborate with teams to implement fixes
- Document actions and communicate effectively internally and externally
- Lead root cause analysis and oversee corrective actions
Qualifications:
- Experience with Endpoint Security software and SIEMs
- Knowledge of network troubleshooting, Windows, MacOS, Linux
- 4+ years as a Support Engineer
- Understanding of cloud platforms (GCP, AWS, Kubernetes)
- Excellent communication skills in English; Spanish, French, or German is a plus
- Scripting, incident response, and MS Server solutions experience are advantageous
Additional Information:
Our technical support team is vital to our success, involved in product implementation, transition, and issue resolution to ensure customer safety and satisfaction. We are committed to diversity and equal opportunity employment. For accommodations, contact us at [emailprotected].
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.