Senior Technical Support Engineer, Focused Services - Cortex XSIAM

1 Month ago • 4 Years + • Software Development & Engineering

Job Summary

Job Description

Palo Alto Networks is seeking a highly motivated and customer-focused Senior Technical Support Engineer for their Focused Services - Cortex XSIAM team. The role involves providing first-class technical support to customers by answering inquiries, managing escalations via phone and email, and adhering to service level agreements. You will work closely with technical account managers to understand customer environments, identify and mitigate risks, and resolve technical issues in their networks. A key aspect of the role is proactively identifying complex issues, reproducing them with developers, and developing permanent solutions. Responsibilities include responding to user-reported issues, triaging and troubleshooting at application and OS levels, identifying fault areas, implementing fixes, providing feedback to development, documenting actions, and facilitating root cause investigations.
Must have:
  • 4+ years of experience as a Support Engineer
  • Experience with Endpoint Security software
  • SIEM experience (deep understanding, custom collections, correlation rules, integration)
  • Experience working with EDR tools
  • Strong communication and customer service skills
  • Basic networking knowledge for debugging
  • Experience with Windows OS, MacOS, and Linux (installation, troubleshooting, debugging)
  • Excellent written and verbal communication skills
  • Strong customer advocacy skills
Good to have:
  • Fundamental understanding of Kubernetes, GCP, and AWS
  • Knowledge of Cloud infrastructure
  • Experience in incident response
  • Experience with scripting
  • Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange)
Perks:
  • FLEXBenefits wellbeing spending account
  • Mental and financial health resources
  • Personalized learning opportunities

Job Details

Company Description

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!

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM 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.

Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions – and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions – and you don’t wait for those issues to escalate from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future. 

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 advanced 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) implementing the fix
  • Provide timely feedback into 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

Qualifications

Your Experience

  • Previous experience with Endpoint Security software is required
  • SIEM experience, including -
    • Deep understanding of how SIEMs works

    • Experience in creating custom collections and data parsing

    • Experience in creating complex correlation rules, reports and dashboard

    • Experience in integration and implementation of SIEMs

  • Experience working with EDR tools
  • Experience with strong communication and customer service skills
  • Required basic networking knowledge - 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)
  • 4+ years of experience as a Support Engineer
  • Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
  • Excellent written and verbal communication skills
  • Strong customer advocacy skills and experience, ability to work in difficult customer situations
  • Knowledge of Cloud infrastructure a plus
  • Experience in incident response a plus
  • Experience with scripting a plus
  • Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus

Additional Information

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 ones, 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 on 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.

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About The Company

Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in history. Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before.

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