Remote Cortex XSIAM Support Engineer – SIEM/EDR Expert

Palo Alto Networks; Greater London; A distancia; GBP 70.000 - 95.000; Jornada completa

Descripción de la vacante

Palo Alto Networks is seeking a highly motivated, customer-focused Support Engineer for our Cortex XSIAM team. You will provide technical support to customers, manage escalations, and communicate through tickets, calls, and emails within SLAs.

This role involves hands-on troubleshooting across applications, OS, and cloud deployments. You will collaborate with developers to reproduce issues and craft permanent solutions, while proactively identifying risks before they impact clients.

Formación

• Previous experience with Endpoint Security software is required.

Responsabilidades

• Respond to user-reported issues in adherence to established Service Level Agreements.
• Triage customer reported issues and respond via ticketing system, phone, or remote sessions.
• Perform advanced troubleshooting at application and OS level.
• Identify fault area and work with appropriate teams to implement fix.
• Provide timely feedback into development on customer-reported problems.
• Document actions to communicate information internally and to customers.
• Facilitate root cause investigations and manage corrective measures.

Conocimientos

Eligibility UK Clearance

SIEM experience

Data parsing

Complex correlation rules

SIEM integration

EDR tools

Customer service

Networking knowledge

Windows OS

MacOS

Linux

Support Engineer

Kubernetes

GCP

AWS

Written and verbal communication

Cloud infrastructure

Incident response

Scripting

MS Server solutions

Fluent English

Descripción del empleo

Palo Alto Networks is seeking a highly motivated, customer-focused Support Engineer for our Cortex XSIAM team. You will provide technical support to customers, manage escalations, and communicate through tickets, calls, and emails within SLAs.

This role involves hands-on troubleshooting across applications, OS, and cloud deployments. You will collaborate with developers to reproduce issues and craft permanent solutions, while proactively identifying risks before they impact clients.