Sr. Technical Support Engineer, Focused Services Cortex XSIAM (Security Clearance Requested) in[...]

Energy Jobline ZR; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading cybersecurity firm in the United Kingdom is seeking a Support Engineer to provide technical assistance and troubleshoot customer issues. Ideal candidates will have a strong background in Endpoint Security software and SIEM, along with excellent communication skills. Join a dynamic team focused on innovating in the cybersecurity space. The role offers opportunities for personal growth and the chance to work with cutting-edge technologies.

Benefits

Flexible Benefits wellbeing account

Personalized learning opportunities

Qualifications

• 4+ years of experience as a Support Engineer.
• Strong communication and customer service skills are essential.
• Basic networking knowledge required for debugging.

Responsibilities

• Respond to user-reported issues according to Service Level Agreements.
• Perform advanced troubleshooting at the application and OS level.
• Coordinate with teams to implement fixes for identified faults.

Skills

Endpoint Security software

SIEM concepts

Customer service skills

Debugging complex environments

Windows, macOS, and Linux

Kubernetes

GCP and AWS

Cloud infrastructure knowledge

Tools

EDR tools

MS Server solutions

Job description

Overview

Energy Jobline is the largest and fastest growing global Energy Job Board and Energy Hub. We have an audience reach of over 7 million energy professionals, 400,000+ monthly advertised global energy and engineering jobs, and work with the leading energy companies worldwide.

We focus on the Oil & Gas, Renewables, Engineering, Power, and Nuclear markets as well as emerging technologies in EV, Battery, and Fusion. We are committed to ensuring that we offer the most exciting career opportunities from around the world for our jobseekers.

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 we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities are examples of how we support you.

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, answering inquiries and managing escalations, phone calls, and emails within defined service level agreements. We work with our technical account managers to personalize the customer experience and learn the client’s objectives in their technical environment to mitigate risks and resolve issues. You’ll work closely with developers to reproduce issues and develop permanent solutions to prevent recurrence.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triaging and responding to customer reported issues via ticketing system, phone, or remote sessions
• Perform advanced troubleshooting at the application and OS level
• Identify fault area (code, environment, or configuration) and coordinate with the appropriate teams to implement fixes
• 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 corrective and preventative measures

Qualifications

• Previous experience with Endpoint Security software
• SIEM experience, including:
  • Understanding of SIEM concepts
  • Experience in creating custom collections and data parsing
  • Experience in creating complex correlation rules, reports and dashboards
  • Experience in integration and implementation of SIEMs
• Experience with EDR tools
• Strong communication and customer service skills
• Basic networking knowledge with ability to debug complex environments
• Experience with Windows, macOS, and Linux
• 4+ years of experience as a Support Engineer
• Fundamental understanding of Kubernetes, GCP, and AWS
• Excellent written and verbal communication skills
• Strong customer advocacy skills
• 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) a plus

Additional Information

The Team: Our technical support team is critical to our success and mission. You’ll implement new products, transition from old products to new ones, fix integrations and critical issues, and seek them out to ensure our clients are safely supported.

The Commitment: We are trailblazers who dream big, take risks, and challenge cybersecurity’s status quo. We are an equal opportunity employer and provide accommodations as required. For assistance or accommodation due to a disability or other need, please contact [e-mail]. All your information will be kept confidential according to EEO guidelines.

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.