Senior Technical Support Engineer, Cortex XSIAM

Palo Alto Networks; Plano (TX); On-site; USD 103,000 - 167,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer for Cortex XSIAM to directly engage with customers on intricate post-sales concerns. You will assess multifaceted scenarios, think critically to resolve issues, and ensure swift, secure client environments.

You will collaborate with cross-functional teams to drive product improvements and explain complex topics to diverse audiences. This role emphasizes strong communication, real-time problem solving, and travel to customer sites

Qualifications

• 5+ years in a customer-facing technical support role with analytical troubleshooting.
• 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 Cloud Watch.
• 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 support

Windows

Linux

iOS

Android

macOS

SCCM

GPO

AD

JAMF

Troubleshooting

DNS

Security

IP Routing

SSH

FTP

HTTP/HTTPS

Email Routing

Datadog

CloudWatch

Independent troubleshooting

SIEM

Vulnerability management

Firewalls

Kubernetes

GCP

AWS

Scripting: JS

Scripting: Python

Scripting: PowerShell

Scripting: SQL

Bachelor's degree in CS

Education

Bachelor's degree in computer science or related discipline

Tools

Datadog

CloudWatch

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer for Cortex XSIAM to directly engage with customers on intricate post-sales concerns. You will assess multifaceted scenarios, think critically to resolve issues, and ensure swift, secure client environments.

You will collaborate with cross-functional teams to drive product improvements and explain complex topics to diverse audiences. This role emphasizes strong communication, real-time problem solving, and travel to customer sites