Sr. Technical Support Engineer, Cortex

Our Mission

At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!

We believe collaboration thrives in person. Thats why most of our teams work from the office full time with flexibility when its needed. This model supports real-time problem-solving stronger relationships and the kind of precision that drives great outcomes.

Job Summary

Your CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both non-technical and technical will regularly participate in technical discussions with multi-functional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means youll need to move quickly thoughtfully and provide technical assistance as needed (often in high pressure situations).Your ImpactProvide Technical Support to customers and partnersProvide technical services include writing scripts troubleshooting and best practices to customersManage support cases to ensure issues are recorded tracked resolved and follow-ups are completed in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials technical marketing collateral manuals troubleshooting guides configurations troubleshooting and best practices to with our Engineering team and influence the operability of the in regular weekend on-call rotation and provide after-hours support on an as-needed to effectively communicate to all levels and stakeholders - internally and externally on complex technical issuesTravel to customer sites in the event of a critical situation to expedite resolution as requiredProvide support that includes mandatory weekend holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage which is subject to change.

Qualifications

Your Experience 5 years of relevant support experienceRequired experience with supporting EndPoint software strong experience with Windows OS Linux OS and macOS based applications (Installation troubleshooting Debugging).Experience with Android OS iOS based applications (Installation troubleshooting Debugging).Strong experience with MS environment (GPO Active Directory).Experience with EndPoint security software is a plus (Antivirus IDS/IPS DLP).Knowledge of SIEM vulnerability management tools and understanding malware exploits operating system structure and with batch scripting and Python is a plusStrong ability to independently troubleshoot reproduce issues and identify feasible workarounds in broad complex and unique environments with mixed applications and protocols of Cloud infrastructure a plusKnowledge of VDI (VMWare Horizon Citrix XenApp and XenDesktop) is a plusBS/MS or equivalent experience required.

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.