Sr. Technical Support Engineer (Cortex XSIAM)

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

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

As a Senior Technical Support Engineer, you will engage directly with customers to address intricate post-sales concerns for Cortex XSIAM. You will evaluate multifaceted scenarios, employ critical thinking to resolve issues, and ensure swift resolution to keep clients' environments secure. By collaborating with cross-functional teams, you will drive product improvement, enrich work environments, and enhance cybersecurity. Your ability to explain complex technical issues to diverse audiences will be a strong asset in shaping the future of cybersecurity.

Key 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.

Qualifications

Required Qualifications

• 5+ years of experience 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, 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.

Preferred Qualifications

• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards.
• Exposure to vulnerability management tools, firewalls, and advanced SIEM platforms.
• Fundamental understanding of Kubernetes, GCP, and AWS for cloud agent deployment.
• Basic scripting knowledge (JS, Python, PowerShell, SQL, XDL, SPL) for playbooks and data extraction.
• Bachelor's degree in computer science, a related discipline, or equivalent experience.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$103,400.00 - $167,200.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes