Senior Technical Support Engineer, Cortex XSIAM Focused Services

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Your Career 

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. We're recognized as an industry leader for our "first-class support" methodology, and you'll be instrumental in upholding this standard.

You’ll provide dedicated technical support, handling incoming inquiries, escalations, phone calls, and emails efficiently and effectively, all while adhering to our defined Service Level Agreements. You won't just react to issues; you'll proactively seek out complex problems and find their resolutions before they escalate from our clients. 

Your Impact

• Deliver a tailored customer experience by working closely with Technical Account Managers to understand clients' business goals and technical environments, with a focus on risk mitigation and network resilience.

• Proactively identify and resolve risks, partnering with engineering teams to reproduce complex issues and drive permanent solutions.

• Respond to user-reported issues in line with established Service Level Agreements (SLAs), ensuring timely and effective resolution.

• Triage and manage technical inquiries through ticketing systems, phone calls, and remote sessions.

• Perform deep-dive troubleshooting at the application and operating system levels using your advanced technical expertise.

• Diagnose root causes across code, configuration, or environment, and collaborate cross-functionally to implement fixes.

• Provide actionable feedback to product and development teams based on customer-reported issues.

• Maintain clear, detailed documentation to support internal teams and enhance the customer support experience.

• Lead or support root cause investigations, driving implementation of corrective and preventative actions to avoid recurrence.

Your Experience 

Mandatory Requirements

🔒 Due to the nature of this role and the customers we support, candidates must either:

• Have lived in the UK for the last 5 consecutive years, or

• Hold British Citizenship

• This is essential to obtain UK Security Clearance and is a strict hiring requirement.

We're seeking a proactive and skilled professional with a passion for cybersecurity and a strong customer-first mindset.

• 4+ years of experience as a Support Engineer, demonstrating a strong customer-centric approach.

• Previous experience with Endpoint Security software is required.

• In-depth SIEM experience, including:

  • A deep understanding of how SIEMs work.

  • Experience creating custom collections and data parsing.

  • Proficiency in creating complex correlation rules, reports, and dashboards.

  • Experience with SIEM integration and implementation.

• Hands-on experience working with EDR tools.

• Solid networking knowledge, with the 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.

• Exceptional written and verbal communication skills.

• Strong customer advocacy skills and proven experience navigating challenging customer situations effectively.

Highly Valued Skills (Bonus Points For):

• Knowledge of Cloud infrastructure.

• Experience in incident response.

• Proficiency with scripting.

• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange).

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Our Commitment

We’re problem solvers that 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  accommodations@paloaltonetworks.com.

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.