Senior Technical Support Engineer

Summary

Join Palo Alto Networks as a highly motivated and customer-focused support professional within the global Cortex XSIAM support team. You will provide technical support, responding to inquiries and managing escalations via phone, email, and ticketing systems, adhering to service level agreements. Collaborate with technical account managers to personalize customer experiences, understanding client business objectives and mitigating network risks. Proactively identify and resolve complex technical issues, working with developers to implement permanent solutions. Your role involves advanced troubleshooting, root cause investigation, and documentation of actions for internal and customer communication. This position requires strong communication and customer service skills, along with experience in endpoint security software and SIEMs.

Requirements

• Previous experience with Endpoint Security software is required
• SIEM experience, including
• Deep understanding of how SIEMs works
• Experience in creating custom collections and data parsing
• Experience in creating complex correlation rules, reports and dashboard
• Experience in integration and implementation of SIEMs
• Experience working with EDR tools
• Experience with strong communication and customer service skills
• Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
• Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)
• 4+ years of experience as a Support Engineer
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
• Excellent written and verbal communication skills
• Strong customer advocacy skills and experience, ability to work in difficult customer situations
• Fluent English is mandatory / Spanish or French or German are an advantage

Responsibilities

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing 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

Preferred Qualifications

• Knowledge of Cloud infrastructure a plus
• Experience in incident response a plus
• Experience with scripting a plus
• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• Mental and financial health resources
• Personalized learning opportunities