Travel Support Advisor - Spanish, Galician/Basque & English

Personalbüro U. Herrmann; España; A distancia; EUR 85.000 - 120.000; Jornada completa

Descripción de la vacante

Palo Alto Networks is seeking a Senior Technical Support Engineer - Focused Services to join our Cortex XSIAM support team. This remote role involves solving complex security and SIEM-related issues, working with developers, and ensuring high-quality customer service across geographies.

You will interact with cross-functional teams to mitigate risks and deliver lasting solutions. You will learn clients’ environments, navigate cloud and on-premise deployments, and drive improvements through

Formación

• Experience with Endpoint Security software.
• Experience with SIEM and ability to create custom collections and data parsing.
• Proficiency in building complex correlation rules, reports and dashboards.
• Experience integrating and implementing SIEMs in enterprise environments.
• Experience with EDR tools and strong customer-facing communication skills.
• Basic networking knowledge and ability to debug diverse environments.
• Experience with Windows, MacOS and Linux administration and troubleshooting.
• 4+ years in a Support Engineer role.
• Familiarity with cloud troubleshooting using Kubernetes, GCP and AWS.
• Excellent written and verbal English; other languages are a plus.

Responsabilidades

• Respond to user-reported issues within SLA.
• Triage issues via ticketing, phone or remote sessions.
• Perform advanced troubleshooting at application and OS levels.
• Identify fault areas and coordinate fixes with relevant teams.
• Provide feedback to development on product issues.
• Document actions clearly for internal and customer use.
• Lead root-cause investigations and implement corrective measures.

Conocimientos

Endpoint security

SIEM

Data parsing

Correlation rules

Dashboards

EDR tools

Communication

Networking basics

OS administration

Cloud troubleshooting

Fluent English

Herramientas

SCCM

GPO

AD

MSSQL

IIS

Exchange

Kubernetes

GCP

AWS

Descripción del empleo

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. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

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 is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! 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.

Job Summary

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global 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 escalated 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.

Your Impact

• 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

Qualifications

• Previous experience with Endpoint Security software is required
• SIEM experience
• 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
• 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
• Fluent English is mandatory / Spanish or French or German are an advantage

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

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.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.