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Technical Support Engineer
Skills
DebuggingEnglishOperating SystemsOralPalo Alto Networks CortexRoot CauseTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3 years in a technical facing role
- Experience troubleshooting and resolving technical issues in a wide range of technologies
- Experience working with Palo Alto Networks Cortex XSIAM
- Troubleshooting experience in Windows, macOS, and Linux environments
- Troubleshooting experience in Networking (TCP/IP, DNS, Wireshark, SSL)
- Experience with CentOS, Linux CLI, Python, Bash, Puppet, SaltStack, Terraform, Nginx, Event Forwarder, Solr and RabbitMQ performance command lines
- Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, Jamf Protect, Elastic Endgame, Palo Alto Cortex
- Ability to deploy software (SCCM, JAMF, Batch)
- Ability to leverage infrastructure automation
- Strong listening skills
- Ability to work across internal and external teams with competing priorities
- Strong written and verbal communication skills
- Ability to prioritize and escalate customer issues to the appropriate internal team
- Independent and self-sufficient
Nice to have
- Positive attitude
- Resourceful
- Willingness to learn
- Engaged
Day to day
- Be a trusted advisor on product functionality for customers and third-party vendors
- Drive resolution of complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation
- Join calls with customers independently to gather information, walk through issues and connect with customers
- Communicate with customers clearly, concisely, and professionally in both written and verbal communications
- Work with Product Management and Engineering to identify, reproduce, inform on, and resolve defects
Hiring process
- Deadline: September 27th, 2024