Location:
Madrid, Spain – Hybrid (3 days per week in the Madrid office)
We are seeking a Senior Support Engineer to join the Cortex XSIAM Support team at a leading general cybersecurity company.
Role Overview:
This is a highly customer-focused technical role, requiring someone who combines strong troubleshooting skills with in-depth knowledge of endpoint security, SIEM technologies and networking.
You will work directly with customers to investigate and resolve complex technical issues, manage escalations and provide timely support in line with agreed Service Level Agreements (SLAs). You will also collaborate with internal technical and Engineering teams to identify root causes, implement corrective actions and improve the overall customer experience.
Key Responsibilities:
- Manage customer support cases and escalations from initial investigation through to resolution, ensuring adherence to established SLAs.
- Provide technical support and troubleshooting via ticketing systems,
phone and remote sessions.
- Perform advanced troubleshooting across applications, operating systems and complex customer environments.
- Investigate technical issues relating to endpoint security, SIEM technologies, configurations and integrations.
- Identify the source of technical faults across code, customer environments and product configurations, working with the appropriate internal teams to resolve issues.
- Conduct root cause investigations and support the implementation of corrective and preventative measures.
- Document troubleshooting activities, findings and resolutions clearly for both customers and internal teams.
- Provide timely feedback to Engineering and Development teams on customer-reported product issues.
- Build strong customer relationships through clear communication, customer advocacy and a proactive approach to problem-solving.
Qualifications & Experience:
- 3+ years of experience
📌 Senior Technical Support Engineer (Madrid)
🏢 83zero
📍 Madrid
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