Snr. Technical Support Engineer, Cortex XSIAM Focused Services (Security Clearance Required)

Your Career 

As a highly motivated and customer-focused Technical Support Engineer for our global Cortex XSIAM Focused Services team at Palo Alto Networks youll be at the forefront of delivering world-class support. Were recognized as an industry leader for our first-class support methodology and youll be instrumental in upholding this standard.

Youll provide dedicated technical support handling incoming inquiries escalations phone calls and emails efficiently and effectively all while adhering to our defined Service Level Agreements. You wont just react to issues; youll proactively seek out complex problems and find their resolutions before they escalate from our clients. 

Your Impact

• Deliver a tailored customer experience by working closely with Technical Account Managers to understand clients business goals and technical environments with a focus on risk mitigation and network resilience
• Proactively identify and resolve risks partnering with engineering teams to reproduce complex issues and drive permanent solutions
• Respond to user-reported issues in line with established Service Level Agreements (SLAs) ensuring timely and effective resolution
• Triage and manage technical inquiries through ticketing systems phone calls and remote sessions.
• Perform deep-dive troubleshooting at the application and operating system levels using your advanced technical expertise
• Diagnose root causes across code configuration or environment and collaborate cross-functionally to implement fixes
• Provide actionable feedback to product and development teams based on customer-reported issues.
• Maintain clear detailed documentation to support internal teams and enhance the customer support experience
• Lead or support root cause investigations driving implementation of corrective and preventative actions to avoid recurrence

Qualifications :

Your Experience 

Mandatory Requirements

Due to the nature of this role and the customers we support candidates must either:

• Have lived in the UK for the last 5 consecutive years or

• Hold British Citizenship

• This is essential to obtain UK Security Clearance and is a strict hiring requirement.

Were seeking a proactive and skilled professional with a passion for cybersecurity and a strong customer-first mindset.

• 4 years of experience as a Support Engineer demonstrating a strong customer-centric approach.
• Previous experience with Endpoint Security software is required.
• In-depth SIEM experience including: A deep understanding of how SIEMs work
• Experience creating custom collections and data parsing
• Proficiency in creating complex correlation rules reports and dashboards
• Experience with SIEM integration and implementation.
• Hands-on experience working with EDR tools
• Solid networking knowledge with the ability to independently debug broad complex and unique environments with mixed applications and protocols
• Experience with Windows OS macOS and Linux-based applications (installation troubleshooting debugging)
• Fundamental understanding of Kubernetes GCP and AWS for troubleshooting cloud agent deployment and data extraction
• Exceptional written and verbal communication skills
• Strong customer advocacy skills and proven experience navigating challenging customer situations effectively
• Highly Valued Skills (Bonus Points For): Knowledge of Cloud infrastructure.
• Experience in incident response.
• Proficiency with scripting.
• Experience with MS Server solutions (SCCM GPO AD MSSQL IIS Exchange).

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.