Sr. Technical Support Engineer (Cortex XSIAM)

Palo Alto Networks•Office - USA - TX, TX

1d•$103,400 - $167,200•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.