Responsibilities

Your Career We are looking for a highly motivated and customer-focused professional

As part of the general 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

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 elevate 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

Respond to user-reported issues in adherence to established Service Level Agreements (SLAs)

Triage customer-reported issues and respond to them via the ticketing system, phone, or remote sessions

Perform advanced troubleshooting at both the application and operating system (OS) levels, using your knowledge and relevant expertise

Identify the source of faults (code, environment, or configuration) and work with the appropriate teams to implement a fix

Provide timely feedback to the development team on customer-reported product issues

Document actions clearly to communicate information effectively, both internally and with customers

Facilitate root cause investigations and manage the implementation of corrective and preventive measures

📌 Senior Technical Support Engineer (Madrid)
🏢 Palo Alto Networks
📍 Madrid