Senior Technical Support Engineer, Cortex XDR

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Our Approach to Work

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XDR support team, you will serve our customer base by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails effectively, efficiently, and friendly within defined service level agreements. 

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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong capability of detailing complex technical issues to 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 provide the fast assistance they need to keep their environments secure – which means you’ll need to move quickly and thoughtfully and provide technical assistance as needed (often in high-pressure situations).

Your Impact

Provide Technical Support to customers and partners
Provide technical services, including writing scripts, troubleshooting, and best practices to customers
Respond to user-reported issues in adherence to established Service Level Agreements
Perform advanced troubleshooting at the application and OS levels, using your knowledge and relevant expertise
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed on time
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Provide on-call support on an as-needed basis
Work with our Engineering team and influence the operability of the product
Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement 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

• 4+ years of experience as a Support Engineer
• Required strong experience with Windows OS, Linux OS, and macOS-based applications (Installation, troubleshooting, Debugging)
• Experience understanding malware, exploits, operating system structure, and behaviour 
• 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)