Senior Technical Support Engineer, Cortex XSIAM

Jobtailor; California (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced Technical Support Engineer in the United States to diagnose and resolve complex customer issues across Windows, Linux, macOS, iOS, and Android environments. You will work with SCCM, GPO, AD, JAMF and cloud services, performing root-cause analysis, creating knowledge base content, and guiding customers to effective solutions.

You will collaborate with Engineering to improve product operability, participate in on-call rotations, and travel to on-site critical

Qualifications

• 5+ years in a customer-facing technical support role with strong troubleshooting
• Proficiency with Windows, Linux, iOS, Android, macOS and deployment tools (SCCM, GPO, AD, JAMF)
• Strong software/infrastructure troubleshooting, testing, and debugging in complex environments
• Familiarity with DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
• Knowledge of IP networks and performance monitoring tools (Datadog, CloudWatch)
• Independent troubleshooting across diverse environments and protocols
• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, dashboards
• Exposure to vulnerability management tools, firewalls, and advanced SIEM platforms
• Understanding of Kubernetes, GCP, and AWS for cloud agent deployment
• Basic scripting in JS, Python, PowerShell, SQL, XDL, SPL for playbooks/data extraction
• Bachelor's degree in CS or related field preferred

Responsibilities

• Offer technical support to customers and partners from case recording to resolution
• Conduct fault isolation and root-cause analysis for complex issues
• Author technical bulletins and documentation for the Knowledge Base
• Review technical content for training, manuals, and troubleshooting guides
• Travel to customer sites for critical situations to expedite resolutions
• Provide configurations, troubleshooting, and best practices for customer success
• Collaborate with Engineering to influence product operability and improvements
• Participate in weekend on-call rotations and provide after-hours support
• Communicate complex technical issues clearly to stakeholders

Skills

Technical support

Analytical troubleshooting

Cross-functional collaboration

Effective communication

Scripting

Education

Bachelor's degree in CS or related

Tools

SCCM

GPO

AD

JAMF

Datadog

CloudWatch

Kubernetes

GCP

AWS

JavaScript

Python

PowerShell

SQL

XDL

SPL

Job description

• Offer technical support to customers and partners, managing cases from recording to resolution
• Conduct fault isolation and root cause analysis for complex technical issues
• Author Technical Support Bulletins and technical documentation for the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations to expedite resolutions as needed
• Provide configurations, troubleshooting, and best practices to ensure customer success
• Collaborate with the Engineering team to influence product operability and improvements
• Participate in weekend on-call rotations and provide after-hours support as required
• Communicate complex technical issues effectively to internal and external stakeholders

Requirements

• 5+ years of experience in a customer-facing technical support role with analytical troubleshooting skills
• Proficiency with Windows, Linux, iOS, Android, and macOS applications and deployment tools including SCCM, GPO, AD, and JAMF
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging in complex environments
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing
• Knowledge of IP network technologies and performance monitoring tools such as Datadog or Cloud Watch
• Independent troubleshooting ability in diverse environments with mixed applications and protocols
• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
• Exposure to vulnerability management tools, firewalls, and advanced SIEM platforms
• Fundamental understanding of Kubernetes, GCP, and AWS for cloud agent deployment
• Basic scripting knowledge in JS, Python, PowerShell, SQL, XDL, and SPL for playbooks and data extraction
• Bachelor's degree in computer science, a related discipline, or equivalent experience preferred

Core Competencies

Demonstrates extensive experience in technical support, with strong analytical troubleshooting skills and the ability to communicate complex technical issues effectively. Proficient in various operating systems and tools, with a solid understanding of cloud technologies and network performance monitoring.