Senior Technical Support Engineer - Focused Services, Cortex XSIAM
Our Mission At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. 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. 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'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
Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s)



implementing the fix
Previous experience with Endpoint Security software is required
Experience in creating custom collections and data parsing
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.
Strong customer advocacy skills and experience, ability to work in difficult customer situations
Knowledge of Cloud infrastructure a plus
Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
Fluent English is mandatory / Spanish or French or German are an advantage
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
Please note that we will not sponsor applicants for work visas for this position.

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