Technical Lead - Cortex XSIAM

Palo Alto Networks; Mumbai City; On-site; INR 1,500,000 - 2,600,000; Full time

Job summary

Palo Alto Networks in Mumbai, India is seeking an experienced Senior Technical Support Engineer to assist customers post-sales with complex issues. You will analyze multifactor problems, describe technical solutions to both non-technical and technical audiences, and collaborate with cross-functional teams to improve products and security.

The role requires 8+ years of related experience, strong Windows OS and MS environment skills, and the ability to debug diverse environments.

Qualifications

• 8+ years of experience in technical support roles.
• Experience with supporting end point software products.
• Strong experience with Windows OS based applications (Installation, troubleshooting, Debugging).
• Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS).
• Experience with end point security software is a plus (Antivirus, DLP, IPS, NAC).
• Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE).
• Experience with batch scripting is a plus.
• Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required.

Responsibilities

• Provide Technical Support to customers and partners.
• Provide technical services include writing scripts, troubleshooting and best practices to customers.
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
• Provide fault isolation and root cause analysis for technical issues.
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required.
• Provide on-call support for weekend and public holiday on an as needed basis.

Skills

Endpoint software support

Windows OS troubleshooting

MS environment

Batch scripting

Tools

Exchange

SCCM

GPO

AD

MSSQL

IIS

Job description

Our Mission

At Palo Alto Networks, we're united by a shared mission-to protect our digital way of life. 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

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide technical services include writing scripts, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support for weekend and public holiday on an as needed basis

Qualifications

• 8+ years of related experience
• Required experience with supporting end point software products
• Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
• Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
• Experience with end point security software is a plus (Antivirus, DLP, IPS, NAC)
• Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
• Experience with batch scripting is a plus
• Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required

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 position.