Sr. Technical Support Engineer, Focused Services, XSIAM

Your Career

As a Senior Technical Support Engineer you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios employing critical thinking to understand methods techniques and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

Under Focused Services you will be a designated customer advocate who will assist in providing tailored support weekly reviews root cause analysis for critical issues release review and upgrade planning and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will actively contribute to technical discussions within cross-functional teams fostering transparency that drives product improvement enriches work environments and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully providing technical assistance even in high-pressure situations.

Your Impact

• Offer technical support to customers and partners

• Effectively manage support cases from recording to resolution including timely follow-ups

• Conduct fault isolation and root cause analysis for technical issues

• Author Technical Support Bulletins and other technical documentation in the Knowledge Base

• Review technical content for training marketing manuals and troubleshooting guides

• Travel to customer sites for critical situations expediting resolutions as needed

• Provide configurations troubleshooting and best practices to customers

• Collaborate with the Engineering team to influence product operability

• Participate in weekend on-call rotation and provide after-hours support as required

• Communicate complex technical issues effectively to internal and external stakeholders

Qualifications :

Your Experience 

• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer

• Proficiency with Windows OS Linux OS iOS Android OS and macOS applications (Installation troubleshooting debugging) along with deployment tools (SCCM GPO AD JAMF)

• Analytical troubleshooting skills in Linux displaying problem-solving abilities

• Strong proficiency in software and infrastructure troubleshooting testing and debugging

• Independent troubleshooting ability in diverse complex environments with mixed applications and protocols

• Familiarity with Internet-based technologies including DNS Security IP Routing SSH FTP HTTP/HTTPS Email Routing

• Familiarity with SOAR platforms  - writing new and expanding new playbooks using automation and scripting tools.

• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog Cloud Watch - advantageous)

• Intermediate knowledge of SIEM tools for parsing correlation data modeling and dashboards

• Exposure to SIEM vulnerability management tools and firewalls 

• Experience working in a collaborative 24x7 uptime environment with on-call responsibilities

• Comfortable collaborating across diverse cross-functional teams with open communication

• Previous experience in a customer-facing technical support role (Support Engineer) - advantageous

• Fundamental understanding of Kubernetes GCP and AWS for troubleshooting cloud agent deployment and data extraction

• Basic scripting knowledge (JS/Python/PowerShell SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)

• A bachelors degree in computer science or related discipline or equivalent military experience required (advantageous)

Additional Information :

The Team

Our technical support team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission. Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $0 - $0/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that 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.