Senior Tech Support Engineer, Cortex XSIAM

Palo Alto Networks; United States; On-site; USD 103,000 - 167,000; Full time

Job summary

Palo Alto Networks in the United States is seeking a Senior Technical Support Engineer for Cortex XSIAM. You will engage with customers to resolve post‑sales issues, analyze complex scenarios, and collaborate with cross‑functional teams to improve products and security.

The role requires 5+ years in customer-facing tech support, strong OS and network troubleshooting, and the ability to explain technical topics to diverse audiences.

Qualifications

• 5+ years in a customer-facing technical support role with analytical troubleshooting skills.
• Proficiency with Windows, Linux, iOS, Android, and macOS applications and deployment tools (SCCM, GPO, AD, JAMF).
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging in complex environments.
• Familiarity with Internet-based technologies (DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing).
• Knowledge of IP network technologies and performance monitoring tools like Datadog or CloudWatch.
• Independent troubleshooting ability in diverse environments with mixed applications and protocols.

Responsibilities

• Offer technical support to customers and partners, managing cases from recording to resolution.
• Conduct fault isolation and root cause analysis for complex technical issues.
• Author Technical Support Bulletins and technical documentation for the Knowledge Base.
• Review technical content for training, marketing, manuals, and troubleshooting guides.
• Travel to customer sites for critical situations to expedite resolutions as needed.
• Provide configurations, troubleshooting, and best practices to ensure customer success.
• Collaborate with the Engineering team to influence product operability and improvements.
• Participate in weekend on‑call rotations and provide after‑hours support as required.
• Communicate complex technical issues effectively to internal and external stakeholders.

Skills

Customer-facing support

OS troubleshooting (Windows/Linux/mac

Education

Bachelor’s degree in Computer Science or related field

Tools

SCCM

GPO

Active Directory (AD)

JAMF

Job description

Palo Alto Networks in the United States is seeking a Senior Technical Support Engineer for Cortex XSIAM. You will engage with customers to resolve post‑sales issues, analyze complex scenarios, and collaborate with cross‑functional teams to improve products and security.

The role requires 5+ years in customer-facing tech support, strong OS and network troubleshooting, and the ability to explain technical topics to diverse audiences.