Sr. Technical Support Engineer, Focused Services XDR

Your Career

As a Senior Technical Support Engineeer-Focused Services-XDR you will be heavily engaged to personalize their customers experience and ensure a successful Palo Alto Networks product experience in Cortex space.  In this role you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers teams.  You will engage both proactively and reactively with the customer to address any Cortex XDR technical needs. You will also provide escalation management for any technical issues encountered with their customers enterprise deployment resulting in faster time to value.  

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in tracking systems and documenting technical solutions and product information in account-specific repositories.  Work to reproduce customer issues and work with developers to resolve technical issues. 

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 

• BE/ engineering equivalent technical degree or equivalent military experience required
• 6-8 years of relevant experience with strong communication and customer service skills
• Required experience with Windows OS Linux OS and macOS based applications (Installation troubleshooting Debugging)
• Endpoint security technologies experience (XDR SOAR SIEM etc.)
• 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

Good to have skills:

• Experience with bash scripting OR 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

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.

Remote Work :

No

Employment Type :

Full-time