Technical Support Engineer, Cortex XSIAM

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).
 

Your Impact

• Offer technical support to customers and partners.

• Effectively manage support cases from recording to resolution including timely follow-ups.

• Conduct fault isolation and root cause analysis for technical issues.

• Author Technical Support Bulletins and other technical documentation in the Knowledge Base.

• Review technical content for training marketing manuals and troubleshooting guides.

• Provide configurations troubleshooting and best practices to customers.

• Collaborate with the Engineering team to influence product operability and user experience.

• Communicate complex technical issues effectively to internal and external stakeholders.

• Travel to customer sites for critical situations expediting resolutions as needed.

• Provide support that includes mandatory weekend holiday shift work and on-call support.  Support includes a blend of as-needed and rotational coverage which is subject to change.    

Qualifications :

Your Experience 

• Experience supporting EndPoint software products (Antivirus DLP IPS NAC EDR)

• Proficiency with Windows OS Linux OS iOS Android OS and macOS applications (Installation troubleshooting debugging) along with deployment tools (SCCM GPO AD JAMF)

• Fundamental understanding of Kubernetes GCP and AWS for troubleshooting cloud agent deployment and data extraction.

• Experience with Android OS based applications (Installation troubleshooting Debugging).

• Strong experience with MS environment (SCCM GPO AD MSSQL IIS).

• Knowledge of SIEM vulnerability management tools and firewalls.

• Understanding of  malware exploits operating system structure and behavior.

• Scripting knowledge with PythonPowerShellJS scripting 

• Strong ability to independently troubleshoot reproduce issues and identify feasible workarounds in broad complex and unique environments with mixed applications and protocols required.

• Knowledge of VDI (VMWare Horizon Citrix XenApp and XenDesktop) is a plus

• Ability to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teams.

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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $88400 - $143000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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