Senior Technical Support Engineer — XSIAM & Cloud-Network

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

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