Technical Support Engineer - Focused Services, Cortex XSIAM

Palo Alto Networks; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Palo Alto Networks is seeking a highly motivated, customer-focused professional for the global Cortex XSIAM support team. You will provide technical support, manage escalations, and respond to inquiries via ticketing, phone, and email within defined SLAs.

You will collaborate with developers to reproduce issues and implement permanent solutions across Windows, MacOS, Linux environments. You will work remotely with hybrid teams across geographies, focusing on mitigating risks, understanding

Qualifications

• Experience creating complex correlation rules, reports and dashboards.
• Basic networking knowledge and ability to debug broad, complex environments.
• Experience with Windows, MacOS, and Linux applications (Installation, troubleshooting, Debugging).
• Familiarity with Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
• Fluent English required; Spanish/French/German a plus.

Responsibilities

• Respond to user-reported issues within established SLAs.
• Triage customer issues via ticketing system, phone, or remote sessions.
• Perform advanced troubleshooting at application and OS level.
• Identify fault area (code, environment, or configuration) and coordinate fixes.
• Provide feedback to development on product issues and workarounds.
• Document actions to communicate status internally and to customers.
• Facilitate root cause investigations and implement corrective measures.

Skills

SIEM expertise

Advanced troubleshooting

Strong communication

Customer advocacy

Tools

Kubernetes

Google Cloud Platform

Amazon Web Services

Windows Server

Linux / MacOS

Job description

Описание: 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. 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! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Your Career We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM 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. Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions – and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions – and you don’t wait for those issues to escape from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.

Задачи:

• 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 advanced 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) implementing the fix
• Provide timely feedback into 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

Требования:

• Deep understanding of how SIEMs works
• Experience in creating complex correlation rules, reports and dashboard
• Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
• Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
• Strong customer advocacy skills and experience, ability to work in difficult customer situations
• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
• Fluent English is mandatory / Spanish or French or German are an advantage

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? No. Please note that we will not sponsor applicants for work visas for this position.