Technical Support Engineer, Cortex XSIAM

As a Technical Support Engineer for Cortex XSIAM at Palo Alto Networks, you will provide critical post-sales technical support to customers and partners, managing complex cases from recording to resolution. Your role involves fault isolation, root cause analysis, and creating technical documentation. You will collaborate with engineering, communicate technical issues, and provide configurations and best practices, often in high-pressure situations, ensuring client environments remain secure.

Must Have

• 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 and user experience.
• Communicate complex technical issues effectively to internal and external stakeholders.
• Experience supporting EndPoint software products (Antivirus, DLP, IPS, NAC, EDR).
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications.
• Proficiency with deployment tools (SCCM, GPO, AD, JAMF).
• Fundamental understanding of Kubernetes, GCP, and AWS.
• Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS).
• Knowledge of SIEM, vulnerability management tools and firewalls.
• Understanding of malware, exploits, operating system structure and behavior.
• Scripting knowledge with Python, PowerShell, JS.
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds.

Good to Have

• Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus.
• Ability to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teams.

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 believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Description

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• 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 and user experience.
• 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.

Qualifications

Your Experience

• Experience supporting EndPoint software products (Antivirus, DLP, IPS, NAC, EDR)
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
• Experience with Android OS based applications (Installation, troubleshooting, Debugging).
• Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS).
• Knowledge of SIEM, vulnerability management tools and firewalls.
• Understanding of malware, exploits, operating system structure and behavior.
• Scripting knowledge with Python\\PowerShell\\JS scripting
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
• Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus
• Ability to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teams.

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, 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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $88400 - $143000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.