Senior Technical Support Engineer – XSOAR
New
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Infotree Global SolutionsCybersecurity
Fully remote working opportunity within Spain., Monday–Friday, 09:00–18:00 (Madrid time)ContractSenior
Salary not disclosed
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Job Details
- Experience
- At least 3 years of experience as a Technical Support Engineer
- Required Skills
- PythonJavascriptLinuxNetworking
Requirements
- At least 3 years of experience as a Technical Support Engineer, preferably in a Senior Support Engineer or Escalation Engineer role.
- Previous experience in a customer-facing technical support position.
- Strong knowledge of Linux operating systems, including installation, troubleshooting, debugging, and log analysis.
- Solid networking fundamentals and experience troubleshooting complex network environments.
- Strong application-level and operating system-level troubleshooting skills.
- Experience supporting complex, distributed, highly available, or large-scale enterprise environments.
- Ability to identify and isolate issues related to software, configuration, infrastructure, or customer environments.
- Scripting experience in at least one language, such as Python, JavaScript, or PowerShell.
- Experience managing customer issues in accordance with established SLAs.
- Ability to collaborate effectively with cross-functional technical teams.
Responsibilities
- Respond to customer-reported technical issues in accordance with established Service Level Agreements (SLAs).
- Triage, investigate, and troubleshoot complex technical issues through ticketing systems, phone calls, and remote support sessions.
- Perform advanced troubleshooting at application and operating system levels.
- Analyze technical issues to identify whether the root cause relates to product code, configuration, infrastructure, or the customer environment.
- Collaborate with Engineering, R&D, Product, and other internal teams to drive issue resolution.
- Handle escalated and high-impact customer situations.
- Conduct root cause investigations and support corrective and preventive actions.
- Document troubleshooting activities, technical findings, resolutions, and recommendations for customers and internal stakeholders.
- Provide development teams with feedback on customer-reported product issues and potential improvements.
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