Sr. Technical Support Engineer (Cortex XSIAM)
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Job Summary
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
As a Senior Technical Support Engineer you will engage directly with customers to address intricate post-sales concerns for Cortex XSIAM. You will evaluate multifaceted scenarios employ critical thinking to resolve issues and ensure swift resolution to keep clients environments secure. By collaborating with cross-functional teams you will drive product improvement enrich work environments and enhance cybersecurity. Your ability to explain complex technical issues to diverse audiences will be a strong asset in shaping the future of cybersecurity.
- Offer technical support to customers and partners managing cases from recording to resolution.
- Conduct fault isolation and root cause analysis for complex technical issues.
- Author Technical Support Bulletins and technical documentation for the Knowledge Base.
- Review technical content for training marketing manuals and troubleshooting guides.
- Travel to customer sites for critical situations to expedite resolutions as needed.
- Provide configurations troubleshooting and best practices to ensure customer success.
- Collaborate with the Engineering team to influence product operability and improvements.
- Participate in weekend on-call rotations and provide after-hours support as required.
- Communicate complex technical issues effectively to internal and external stakeholders.
Qualifications
- 5 years of experience in a customer-facing technical support role with analytical troubleshooting skills.
- Proficiency with Windows Linux iOS Android and macOS applications and deployment tools (SCCM GPO AD JAMF).
- Strong proficiency in software and infrastructure troubleshooting testing and debugging in complex environments.
- Familiarity with Internet-based technologies (DNS Security IP Routing SSH FTP HTTP/HTTPS Email Routing).
- Knowledge of IP network technologies and performance monitoring tools like Datadog or Cloud Watch.
- Independent troubleshooting ability in diverse environments with mixed applications and protocols.
- Intermediate knowledge of SIEM tools for parsing correlation data modeling and dashboards.
- Exposure to vulnerability management tools firewalls and advanced SIEM platforms.
- Fundamental understanding of Kubernetes GCP and AWS for cloud agent deployment.
- Basic scripting knowledge (JS Python PowerShell SQL XDL SPL) for playbooks and data extraction.
- Bachelors degree in computer science a related discipline or equivalent experience.
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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$103400.00 - $167200.00/yrOur 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.Required Experience:
Senior IC
About Company
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 ... View more
