Senior XSIAM Technical Support Engineer

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

Job summary

Palo Alto Networks, Inc. is seeking a Senior Technical Support Engineer to address intricate post-sales concerns for Cortex XSIAM. You will evaluate complex scenarios, apply critical thinking, and ensure swift resolutions to keep customer environments secure.

You’ll work with cross-functional teams to drive product improvements and clearly explain issues to diverse audiences. The role requires 5+ years in customer-facing technical support, strong cross-platform skills, and the ability to travel

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.
• Strong software/infrastructure troubleshooting and debugging skills.
• Familiarity with DNS, routing, and security technologies.

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

Analytical troubleshooting

Customer-facing experience

Technical communication

Education

Bachelor's degree in Computer Science or related field

Tools

SCCM

GPO

AD

JAMF

Job description

Palo Alto Networks, Inc. is seeking a Senior Technical Support Engineer to address intricate post-sales concerns for Cortex XSIAM. You will evaluate complex scenarios, apply critical thinking, and ensure swift resolutions to keep customer environments secure.

You’ll work with cross-functional teams to drive product improvements and clearly explain issues to diverse audiences. The role requires 5+ years in customer-facing technical support, strong cross-platform skills, and the ability to travel