Senior Technical Support Engineer Focused Services, Cortex XSIAM

Our Mission

At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!

We believe collaboration thrives in person. Thats why most of our teams work from the office full time with flexibility when its needed. This model supports real-time problem-solving stronger relationships and the kind of precision that drives great outcomes.

Job Summary

Your CareerWe 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 methodology is first class support. Weve been recognized for it as an industry leader and were dedicated to continuing this 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 ImpactRespond to user-reported issues in adherence to established Service Level AgreementsTriage customer reported issues and respond to them via ticketing system phone or remote sessionsPerform 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 fixProvide timely feedback into the development process on customer-reported product problemsDocument actions to effectively communicate information internally and to customersFacilitate root cause investigations and manage the implementation of corrective and preventative measures

Qualifications

Your Experience Previous experience with Endpoint Security software is requiredSIEM experienceDeep understanding of how SIEMs worksExperience in creating custom collections and data parsingExperience in creating complex correlation rules reports and dashboardExperience in integration and implementation of SIEMsExperience working with EDR toolsExperience with strong communication and customer service skillsRequired 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 EngineerFundamental understanding of Kubernetes GCP and AWS for troubleshooting cloud agent deployment and data written and verbal communication skillsStrong customer advocacy skills and experience ability to work in difficult customer situationsKnowledge of Cloud infrastructure a plusExperience in incident response a plusExperience with scripting a plusExperience with MS Server solutions (SCCM GPO AD MSSQL IIS Exchange) is a plusFluent English is mandatory / Spanish or French or German are an advantage

Our Commitment

Were trailblazers that dream big 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.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.