Senior Technical Support Engineer
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Senior support engineer
- XSIAM for a long term contract role based in Madrid. Your Impact This position calls for someone who possesses a good customer-focused professional background and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment. Respond to user-reported issues in adherence to established Service Level Agreements Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix 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 the implementation of corrective and preventative measures Your Experience Previous experience with Endpoint Security software is required SIEM experience, including
- Deep understanding of how SIEMs works Experience in creating custom collections and data parsing Experience in creating complex correlation rules, reports and dashboard Experience in integration and implementation of SIEMs Experience working with EDR tools Experience with strong communication and customer service skills Required basic networking knowledge
- Ability to independently debug broad, complex, and unique environments with mixed applications and protocols Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging) 3+ years of experience as a Support Engineer Excellent written and verbal communication skills Strong customer advocacy skills and experience, ability to work in difficult customer situations 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) is a plus
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