Senior Technical Support Engineer – Focused Services, Cortex XSIAM

🕒 July 2

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• 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

🎯 Requirements

• Previous experience with Endpoint Security software is required • SIEM experience • 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 • 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 • Fluent English is mandatory / Spanish or French or German are an advantage.

🏖️ Benefits

• Competitive salary • Health insurance • Flexible working hours • Professional development budget • Home office setup allowance • Global team events