Senior XSIAM Technical Support Engineer

Palo Alto Networks, Inc.

Plano (TX)

On-site

USD 103,000 - 167,000

Full time

14 days+

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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.