Sr. Technical Support Engineer, Focused Services - Cortex XSIAM

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM 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.

Our methodology is first class support. Weve been recognized for it as an industry leader and were dedicated to continuing this standard. In this role you will work with our technical account managers to personalize our customers experience. You will learn your clients business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. Youre close to the deployment of cybersecurity solutions and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions and you dont wait for those issues to escalate from our clients. Instead you find them. Youll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future. 

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

• Previous experience with Endpoint Security software is required
• SIEM experience including -

  • Deep understanding of how SIEMs works

  • Experience in creating custom collections and data parsing

  • Experience in creating complex correlation rules reports and dashboard

  • Experience in integration and implementation of SIEMs

• Experience working with EDR tools
• Experience with strong communication and customer service skills
• Required basic networking knowledge - 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)
• 4 years of experience as a Support Engineer
• Fundamental understanding of Kubernetes GCP and AWS for troubleshooting cloud agent deployment and data extraction.
• Excellent written and verbal communication skills
• Strong customer advocacy skills and experience ability to work in difficult customer situations
• Knowledge of Cloud infrastructure a plus
• Experience in incident response a plus
• Experience with scripting a plus
• Experience with MS Server solutions (SCCM GPO AD MSSQL IIS Exchange) is a plus

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 ones 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 on 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.