Sr. Technical Support Engineer, Focused Services, Cortex XDR
About The Position
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! As a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. You will serve our customer base by providing tailored technical support, managing escalations, and conducting weekly reviews and root cause analysis for critical issues. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and stronger cybersecurity.
Requirements
- 5+ years of relevant support experience
- Experience with supporting EndPoint software products (Antivirus, DLP, IPS, NAC).
- Strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging).
- Experience with Android OS based applications (Installation, troubleshooting, Debugging).
- Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS).
- Experience understanding malware, exploits, operating system structure and behavior.
- Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
- A bachelor's degree in computer science or related discipline or equivalent military experience required
Nice To Haves
- Knowledge of SIEM, vulnerability management tools and firewalls.
- Experience with batch scripting and Python
- Knowledge of Cloud infrastructure
- Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop)
Responsibilities
- Offer technical support to customers and partners
- Effectively manage support cases from recording to resolution, including timely follow-ups
- Conduct fault isolation and root cause analysis for technical issues
- Author Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical content for training, marketing, manuals, and troubleshooting guides
- Provide configurations, troubleshooting, and best practices to customers
- Collaborate with the Engineering team to influence product operability
- Communicate complex technical issues effectively to internal and external stakeholders
- Travel to customer sites for critical situations, expediting resolutions as needed
- Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
