Sr. Technical Support Engineer, Focused Services, Cortex XDR

Your Career

You 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 professionals.
You 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).
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 by 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) to implement the fix
• Provide timely feedback on 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 

• Required strong experience with Windows OS Linux OS and macOS based applications (Installation troubleshooting Debugging)
• Experience understanding malware exploits operating system structure and behavior
• Experience with Android OS based applications (Installation troubleshooting Debugging)
• Strong experience with MS environment (SCCM GPO AD MSSQL IIS)
• Experience with EndPoint security software is a plus (Antivirus DLP IPS NAC)
• Knowledge of SIEM vulnerability management tools and firewalls
• Experience with batch scripting and Python is a plus
• Strong ability to independently troubleshoot reproduce issues and identify possible workarounds in broad complex and unique environments with mixed applications and protocols required
• Knowledge of Cloud infrastructure is a plus
• Knowledge of VDI (VMWare Horizon Citrix XenApp and XenDesktop) is a plus
• 5 years of relevant experience with strong communication and customer service skills
• Additional information

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.

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.