Senior Technical Support Engineer, Cortex XSIAM Focused Services

🔥 42 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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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

• Provide technical support to Cortex XSIAM customers through support inquiries, escalations, phone calls, and emails within defined service level agreements • Work with technical account managers to personalize the customer experience and understand client business objectives and technical environments • Mitigate risks and resolve technical issues in customer networks • Identify risks before they arise and proactively find complex issues and resolutions • Work with developers to reproduce issues and develop permanent solutions • Respond to user-reported issues in adherence to established Service Level Agreements • Triage customer-reported issues via ticketing system, phone, or remote sessions • Perform advanced application-level and OS-level troubleshooting • Identify whether faults are in code, environment, or configuration and work with appropriate teams to implement fixes • Provide timely feedback to development on customer-reported product problems • Document actions for effective communication internally and with customers • Facilitate root cause investigations • Manage implementation of corrective and preventative measures

🎯 Requirements

• Previous experience with Endpoint Security software is required • Eligibility for a UK Clearance is required • Deep understanding of how SIEMs work • Experience creating custom collections and data parsing • Experience creating complex correlation rules, reports, and dashboards • Experience integrating and implementing SIEMs • Experience working with EDR tools • Strong communication and customer service skills • 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, including installation, troubleshooting, and 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, including the ability to work in difficult customer situations • Fluent English is mandatory • Spanish, French, or German is an advantage • Knowledge of cloud infrastructure is a plus • Experience in incident response is a plus • Experience with scripting is a plus • Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus • Immigration sponsorship is not available; applicants must not require employer-sponsored work visas

🏖️ Benefits

• Reasonable accommodations for qualified individuals with a disability or special need • Equal opportunity employment • Confidential handling of applicant information according to EEO guidelines

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