Technical Support Engineer - Cortex XDR

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XDR support team you will serve our customer base providing technical support by answering incoming support inquiries and managing escalations phone calls and emails in an effective efficient and friendly manner within defined service level agreements.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system phone or remote sessions
• Perform advanced troubleshooting at the application level and OS level using your knowledge and relevant expertise 
• Identify the area of fault (code environment or configuration) and work with the appropriate team(s) implementing the fix
• Provide timely feedback into the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Qualifications :

Your Experience 

• BE/ engineering equivalent technical degree or equivalent or equivalent military experience required
• Minimum 3 years of relevant experience in network or security products
• Able to troubleshoot and be a problem solver with analytical proficiency 
• Vast knowledge on Security Technologies Endpoint prevention
• Excellent customer service skills 
• Previous experience in at least one customer-facing technical support position as Support Engineer or as Escalations Engineer in Cybersecurity
• Must have knowledge and experience in network/Cybersecurity industry

Additional Information :

The Team

Our technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customers needs. As threats and technology evolve 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.

Were a fast-growing immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks protecting every day transactions in the digital environment. It means were good at scaling quickly to new threats get fulfillment from resolving new problems and think about things just plain differently.

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.