Sr. Technical Support Engineer, Cortex XSIAM

Company Description

Our Mission

At Palo Alto Networks®, our mission is the cornerstone of everything we do:

To be the chosen cybersecurity partner, safeguarding our digital way of life.

We envision a world where each day is safer and more secure than the one before. These are ambitious goals that demand more than the ordinary, and we embrace that challenge. We stand on a foundation of innovation and disruption, seeking individuals who share our commitment to shaping the future of cybersecurity.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

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

As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Your Impact

• Provide Technical Support to customers and partners

• Provide technical services include writing scripts, troubleshooting and best practices to customers

• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner

• 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.

• Travel to customer sites in the event of a critical situation to expedite resolution as required

• Provide on-call support 24x7 on an as needed basis

• Provide configurations, troubleshooting and best practices to customers.

• Work with our Engineering team and influence the operability of the product.

• Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Qualifications

Your Experience

• 5+ years of related experience.

• Required experience with supporting EndPoint software products.

• 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).

• Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC, EDR).

• Knowledge of SIEM, vulnerability management tools and firewalls.

• Experience understanding malware, exploits, operating system structure and behavior.

• Scripting knowledge with Python\PowerShell\JS scripting 

• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mi