Senior Technical Support Engineer, Cortex XSIAM (On-Call)

Socket.dev; Town of Texas (WI); On-site; USD 103,000 - 167,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to engage directly with customers post-sale for Cortex XSIAM, evaluating multifaceted scenarios and driving swift resolutions. You will collaborate with cross-functional teams to improve products and environments, communicating complex issues clearly to diverse audiences.

Ideal candidates bring 5+ years in technical support, strong troubleshooting skills across Windows/Linux/macOS/iOS/Android, and familiarity with monitoring tools

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, SSH, 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

Cross-platform support

Troubleshooting & debugging

Networking basics

Cloud monitoring

Security basics

Education

Bachelor's degree in computer science

Tools

SCCM

GPO

AD

JAMF

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to engage directly with customers post-sale for Cortex XSIAM, evaluating multifaceted scenarios and driving swift resolutions. You will collaborate with cross-functional teams to improve products and environments, communicating complex issues clearly to diverse audiences.

Ideal candidates bring 5+ years in technical support, strong troubleshooting skills across Windows/Linux/macOS/iOS/Android, and familiarity with monitoring tools