Senior Technical Support Engineer - Platinum Cortex XSIAM SC (Contract)

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

Benefits offered by this job

Hybrid work model

Job summary

Palo Alto Networks is seeking a contract-based technical support specialist to address post-sales concerns, perform in-depth troubleshooting, and coordinate with multi-functional teams. The role emphasizes critical thinking, clear communication, and rapid problem resolution in a security-focused environment.

You will engage with customers, participate in cross-team discussions, and ensure timely SLAs while mapping issues to effective fixes and preventive measures.

Qualifications

• 1 to 3 years of experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
• Experience understanding malware, exploits, operating system structure, and behavior
• Experience with Android OS or IOS based applications (Installation, troubleshooting, Debugging) is a plus
• Experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
• Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)
• Knowledge of SIEM, vulnerability management tools, and firewalls
• Experience with batch scripting and Python is a plus
• Ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Knowledge of Cloud infrastructure is a plus
• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus

Responsibilities

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
• Perform troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
• Provide timely feedback on the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Skills

Windows OS troubleshooting

Linux OS troubleshooting

macOS troubleshooting

Malware/Exploit knowledge

Python scripting

Batch scripting

EndPoint security software

Education

Technical certifications or equivalent experience

Formal CS/IT education

Tools

SCCM

GPO

AD

MSSQL

IIS

EndPoint security tools

VMware Horizon

Citrix XenApp

XenDesktop

Firewalls

Job description

Job Description

• Duration: 12 Months

Your Career

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.

Job Description

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

• Location: Santa Clara (Hybrid)
• Duration: 12 Months

Your Career

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).

We are looking for a highly motivated and customer‑focused professional. As part of the global Cortex support team, you will serve our customer base by providing technical support, by answering incoming support inquiries, and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

Your Impact

• Respond to user‑reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
• Perform troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
• Provide timely feedback on the development process on customer‑reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Your Experience

• 1 to 3 years of experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
• Experience understanding malware, exploits, operating system structure, and behavior
• Experience with Android OS or IOS based applications (Installation, troubleshooting, Debugging) is a plus
• Experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
• Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)
• Knowledge of SIEM, vulnerability management tools, and firewalls
• Experience with batch scripting and Python is a plus
• Ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Knowledge of Cloud infrastructure is a plus
• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus

Key Competencies

• Critical thinking and problem‑solving skills.
• Strong communication skills to articulate technical issues to diverse audiences.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer‑focused mindset with a commitment to delivering high‑quality support.

Education

• Relevant technical certifications or equivalent experience preferred.
• Formal education in computer science, information technology, or related fields is a plus.

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, this is the pay range that Magnit reasonably expects to pay for this position: $71/hour - $76/hour. Please note that the compensation information in this posting reflects the hourly wage only and does not include benefits. Magnit offers Medical, Dental, Vision, and 401K. Magnit is not able to provide assistance to candidates requiring sponsorship or a visa for this position.

Information About Palo Alto Networks

At Palo Alto Networks®, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.