Senior Cybersecurity Support Engineer — Hybrid Contract (12 Months)

Palo Alto Networks; Santa Clara (CA); Hybrid; USD 98,000 - 105,000; Part time

Job summary

Palo Alto Networks is seeking a customer-focused, technically skilled contractor to join the Cortex support team in Santa Clara (Hybrid). You will handle post-sales inquiries, perform troubleshooting across applications and OS, and manage escalations with a fast, accurate response.

This role emphasizes clear communication and proactive problem-solving. As part of the global Cortex support team, you will work with customers via tickets, phone, and email, ensuring timely resolutions and adherence

Qualifications

• 1–3 years of Windows OS, Linux OS, macOS support experience.
• Experience with malware/exploits and OS behavior.
• Experience with Android or iOS apps is a plus.

Responsibilities

• Respond to user-reported issues within SLA.
• Triage issues via ticketing, phone, or remote sessions.
• Troubleshoot at application and OS level; identify fault area.
• Coordinate with teams to implement fixes.
• Provide feedback on product issues to development teams.
• Document actions for internal and customer communication.
• Lead root-cause investigations and preventive measures.

Skills

Critical thinking

Problem solving

Communication

Under pressure

Customer focus

Troubleshooting

Education

Certifications or equivalent experience

Formal CS/IT education

Tools

SCCM

GPO

AD

MSSQL

IIS

EndPoint security software

SIEM

Vulnerability management

Firewalls

Python

Cloud infrastructure

VDI (VMware Horizon)

Citrix XenApp/XenDesktop

Job description

Palo Alto Networks is seeking a customer-focused, technically skilled contractor to join the Cortex support team in Santa Clara (Hybrid). You will handle post-sales inquiries, perform troubleshooting across applications and OS, and manage escalations with a fast, accurate response.

This role emphasizes clear communication and proactive problem-solving. As part of the global Cortex support team, you will work with customers via tickets, phone, and email, ensuring timely resolutions and adherence