Sr. Technical Support Engineer, SIEM

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 specializing in SIEM capabilities, you will provide expert support for our SIEM solutions, including the Cortex XSIAM platform. You will work closely with customers to resolve complex technical issues, ensuring their SIEM deployments are optimized and meet their security needs. Your role involves deep technical analysis, troubleshooting, and collaboration with internal teams to enhance product performance and customer satisfaction.

Your Impact

• Offer high-level technical support for SIEM-related issues, managing cases from initial recording to resolution with timely follow-ups.

• Conduct in-depth fault isolation and root cause analysis for complex technical issues related to SIEM, log ingestion, and correlation rules.

• Author detailed Technical Support Bulletins and contribute to the Knowledge Base with information on SIEM functionalities and troubleshooting.

• Work closely with Engineering, Product, and Professional Services teams to influence product improvements and resolve intricate technical problems.

• Participate in weekend on-call rotation and provide after-hours support to ensure continuous customer satisfaction.

Qualifications

• Understanding of log ingestion, correlation rules, and performance tuning. 

• Experience with platforms like Cortex XSIAM, Splunk, or IBM QRadar is also highly advantageous.

• Analytical troubleshooting skills specific to SIEM issues, including log collection, event management, and compliance automation.

• Familiarity with networking concepts and technologies, including IP routing, DNS, and security protocols.

• Proficiency in troubleshooting various operating systems (Windows, Linux, macOS) and understanding of their interaction with SIEM platforms.

• Basic scripting knowledge (e.g., Python, PowerShell) to automate tasks, troubleshoot playbooks, and extract data from different datasets.

• Knowledge of security analysis and response, including endpoint, network, and cloud environments.

• Ability to communicate complex technical issues clearly to both technical and non-technical stakeholders.

• Experience in creating and reviewing technical design documentation, user guides, and knowledge base articles.

Experience:

• Proven experience in a customer-facing technical support role, preferably with a focus on SIEM or cybersecurity.

• Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.

• Knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards. Familiarity with vulnerability management tools and firewalls is beneficial.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent military experience.

• Exceptional problem-solving skills with the ability to address complex issues under pressure.

• Comfortable working across diverse cross-functional teams with open communication.

• Strong commitment to delivering high-quality customer service and ensuring customer satisfaction

• Relevant industry certifications such as CISSP, GIAC, or SIEM Vendor Qualifications is a plus

• Fu