Sr. Technical Support Engineer, Cortex XSIAM

<h3>Company Description</h3><p><strong>Our Mission</strong></p><p>At Palo Alto Networks® everything starts and ends with our mission:</p><p>Being the cybersecurity partner of choice, protecting our digital way of life.</p><p>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.</p><p>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.</p><p><strong>Our Approach to Work</strong></p><p>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!</p><h3>Job Description</h3><p><strong>Your Career</strong></p><p>We 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 agreements. </p><p>Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re 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 don’t wait for those issues to escalate from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future. </p><p><strong>Your Impact</strong></p><ul><li>Respond to user-reported issues in adherence to established Service Level Agreements</li><li>Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions</li><li>Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise </li><li>Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix</li><li>Provide timely feedback into the development process on customer-reported product problems</li><li>Document actions to effectively communicate information internally and to customers</li><li>Facilitate root cause investigations and manage the implementation of corrective and preventative measures</li></ul><h3>Qualifications</h3><p><strong>Your Experience</strong></p><ul><li>Previous experience with Endpoint Security software is required</li><li>SIEM experience, including -<ul><li>Deep understanding of how SIEMs works</li><li>Experience in creating custom collections and data parsing</li><li>Experience in creating complex correlation rules, reports and dashboard</li><li>Experience in integration and implementation of SIEMs</li><li>Experience working with EDR tools</li></ul></li><li>Experience with strong communication and customer service skills</li><li>Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols </li><li>Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)</li><li>4+ years of experience as a Support Engineer</li><li>Excellent written and verbal communication skills</li><li>Strong customer advocacy skills and experience, ability to work in difficult customer situations</li><li>Knowledge of Cloud infrastructure a plus</li><li>Experience in incident response a plus</li><li>Experience with scripting a plus</li><li>Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus</li></ul><h3>Additional Information</h3><p><strong>The Team</strong></p><p>Our technical support te