Sr. Technical Support Engineer, Focused Services, Cortex XSIAM

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

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.

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

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

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Participate in weekend on-call rotation and provide after-hours support as required
• Communicate complex technical issues effectively to internal and external stakeholders

Qualifications

Your Experience

• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
• Analytical troubleshooting skills in Linux, displaying problem-solving abilities
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
• Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
• Exposure to SIEM, vulnerability management tools, and firewalls 
• Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
• Comfortable co