Technical Support Engineer Cortex XSIAM

• 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 elevate 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
• Respond to user-reported issues in adherence to established Service Level Agreements (SLAs)
• Triage customer-reported issues and respond to them via the ticketing system, phone, or remote sessions
• Perform advanced troubleshooting at both the application and operating system (OS) levels, using your knowledge and relevant expertise
• Identify the source of faults (code, environment, or configuration) and work with the appropriate teams to implement a fix
• Provide timely feedback to the development team on customer-reported product issues
• Document actions clearly to communicate information effectively, both internally and with customers
• Facilitate root cause investigations and manage the implementation of corrective and preventive measures

• Fluent English is mandatory.
• Spanish, French, or German language skills are an advantage.
• Excellent written and verbal communication skills.
• Experience working with EDR tools.
• Basic networking knowledge is required.
• Previous experience with endpoint security software is required.
• Strong communication and customer service skills.
• Experience in incident response is a plus.
• Ability to independently debug broad, complex, and unique environments with mixed applications and protocols.
• Have a deep understanding of how SIEMs work.
• Experience with Windows, macOS, and Linux applications, including installation, troubleshooting, and debugging.
• Experience with Microsoft Server solutions, including SCCM, Group Policy (GPO), Active Directory (AD), Microsoft SQL Server (MSSQL), IIS, and Exchange, is a plus.
• Strong customer advocacy skills, with the ability to handle challenging customer situations.
• Experience creating complex correlation rules, reports, and dashboards.
• 4+ years of experience as a Support Engineer.
• Experience creating custom collections and data parsing.
• Experience with SIEM platforms is required.
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
• Knowledge of cloud infrastructure is a plus.
• Experience integrating and implementing SIEM solutions.
• Experience with scripting is a plus.

full_time

• Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans - including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more - are available to you and your family. Our providers offer the flexibility you want and the coverage you need
• Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
• Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
• Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact - on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
• Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
• Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day.