Sr. Technical Support Engineer, Cortex XSIAM Focused Services (Security Clearance Required)

Palo Alto Networks (UK) Ltd.; Royal Borough of Greenwich; In loco; GBP 55.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

None

Descrizione del lavoro

Palo Alto Networks, Inc. is seeking a highly motivated Support Engineer to join the Cortex XSIAM support team. You will assist customers by providing technical support, handling inquiries, and managing escalations via phone, email, and ticketing within SLAs.

You will collaborate with technical account managers to understand client objectives and mitigate risks within their network environments. You will work closely with developers to reproduce issues and develop permanent solutions,

Competenze

• Eligibility for UK Clearance required.
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Mansioni

• Respond to user-reported issues within SLAs.
• Triage and respond to issues via ticketing, phone, or remote sessions.
• Perform advanced troubleshooting at application and OS level.
• Identify fault areas and coordinate with teams to implement fixes.
• Document actions for internal and customer communication.
• Facilitate root-cause investigations and corrective measures.

Conoscenze

Endpoint security knowledge

SIEM

EDR tools

Networking fundamentals

Cloud platforms (GCP/AWS)

Kubernetes

Scripting (plus)

Incident response (plus)

Windows/Mac/Linux support

English communication

Customer advocacy

Strumenti

SIEM systems

Windows OS

Linux OS

MacOS

Cloud platforms

Kubernetes

Descrizione del lavoro

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!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

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 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. 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

Your Experience Previous experience with Endpoint Security software is required

• Eligibility for a UK Clearance- Must
• 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, along with 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)- a plus
• Fluent English is mandatory. Spanish/ French/ 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 [e-mail].

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 positio