Senior Technical Support Engineer - Cortex XSIAM - Remote

Overview

As a highly motivated and customer-focused Technical Support Engineer for our global Cortex XSIAM Focused Services team at Palo Alto Networks, you'll be at the forefront of delivering world-class support in cybersecurity.

In Short

• Provide dedicated technical support for Cortex XSIAM services.
• Handle incoming inquiries, escalations, phone calls, and emails efficiently.
• Proactively identify and resolve risks and complex problems.
• Respond to user-reported issues in line with SLAs.
• Triage and manage technical inquiries through ticketing systems.
• Perform deep-dive troubleshooting at application and OS levels.
• Collaborate with engineering teams for complex issue resolution.
• Maintain clear documentation to enhance customer support experience.
• Lead root cause investigations and implement corrective actions.
• Contribute to a customer-first mindset and cybersecurity innovation.

Requirements

• 4+ years of experience as a Support Engineer.
• Experience with Endpoint Security software and SIEM.
• Proficiency in creating complex correlation rules and data parsing.
• Solid networking knowledge and ability to debug complex environments.
• Hands-on experience with Windows OS, macOS, and Linux applications.
• Understanding of Kubernetes, GCP, and AWS.
• Exceptional communication and customer advocacy skills.
• Experience in incident response and scripting is a plus.

Benefits

• Flexible benefits program with over 1,000 eligible items.
• Mental and financial health resources.
• Personalized learning opportunities.
• Inclusive work environment with diverse teams.