Technical Support Engineer - Platinum Cortex XSIAM (Contract)

Palo Alto Networks; Santa Clara (CA); Hybrid; USD 80,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K

Job summary

Palo Alto Networks is seeking a contract-based Support Specialist in Santa Clara. You will work with customers on complex post-sales concerns, performing in-depth evaluations and communicating technical issues to both technical and non-technical audiences.

You will participate in multi-functional technical discussions, submit timely feedback, and help keep environments secure through rapid, thoughtful support. This role is part of the Cortex support team with SLAs guiding responses.

Qualifications

• 0–1 year of experience with desktop OS troubleshooting and installation.
• Experience analyzing malware, exploits, OS behavior.
• Experience with mobile OS apps is a plus.
• Familiarity with Windows/Microsoft ecosystem and security tooling.
• Ability to troubleshoot and reproduce issues in complex environments.

Responsibilities

• Provide post-sales technical support per SLAs.
• Troubleshoot at application and OS levels and document steps.
• Identify fault areas and coordinate fixes with teams.
• Assist in root cause investigations and corrective actions.
• Communicate clearly with customers and internal teams.

Skills

Windows OS

Linux OS

macOS apps

Malware knowledge

Exploits understanding

Android/iOS apps

MS environment

Endpoint security

SIEM

Vulnerability tools

Firewalls

Batch scripting

Python

Cloud infrastructure

VDI (Horizon/Citrix)

Education

Bachelor’s degree in CS/IT

Tools

SCCM

GPO

AD

MSSQL

IIS

VMware Horizon

Citrix XenApp

XenDesktop

Job description

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

Role Description

• 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 provide 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

• 0-1 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

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

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: $58/hour - $62/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.