Senior Technical Support Engineer - Focused Services, Cortex XSIAM 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. 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. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

As part of the integral 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. 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, MSS #

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