Senior Technical Support Engineer – Focused Services, Cortex XSIAM

3 days ago

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Palo Alto Networks

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Cybersecurity • Enterprise • AI

Palo Alto Networks is a leading cybersecurity company that offers a comprehensive suite of products and services designed to protect networks, cloud environments, and enterprise operations from cyber threats. The company's offerings include advanced threat prevention, network security, cloud security, IoT security, endpoint protection, and managed detection and response services. With a strong emphasis on AI-driven security operations and zero trust architectures, Palo Alto Networks is recognized as a leader in enterprise firewall solutions and other areas of cybersecurity across numerous sectors worldwide. The company provides expertise in threat intelligence, incident response, and proactive assessment to help organizations secure their infrastructure and data. Their solutions cater to a variety of industries, including financial services, healthcare, manufacturing, and the public sector. Palo Alto Networks is committed to advancing cybersecurity with AI-powered precision to ensure comprehensive protection and efficient threat response.

10,000+ employees

Founded 2005

🔒 Cybersecurity

🏢 Enterprise

💰 $10M Series C on 2008-11

📋 Description

• Serve customer base by providing technical support • Answer incoming support inquiries and manage escalations, phone calls, and emails • Work with technical account managers to personalize customer experience • Learn client’s business objectives and focus on mitigating risks • Resolve technical issues in networks • Identify and reproduce issues with developers • Document actions to effectively communicate information internally and to customers • Facilitate root cause investigations and manage implementation of corrective 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 dashboards • 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

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees • Mental and financial health resources • Personalized learning opportunities