Technical Support Engineer

Your CareerWe 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 escalate 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. Your ImpactRespond to user-reported issues in adherence to established Service Level AgreementsTriage customer reported issues and respond to them via ticketing system, phone, or remote sessionsPerform 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 fixProvide timely feedback into the development process on customer-reported product problemsDocument actions to effectively communicate information internally and to customersFacilitate root cause investigations and manage the implementation of corrective and preventative measures

Your Experience Previous experience with Endpoint Security software is requiredSIEM experienceDeep understanding of how SIEMs worksExperience in creating custom collections and data parsingExperience in creating complex correlation rules, reports and dashboardExperience in integration and implementation of SIEMsExperience working with EDR toolsExperience with strong communication and customer service skillsRequired 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 EngineerFundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.Excellent written and verbal communication skillsStrong customer advocacy skills and experience, ability to work in difficult customer situationsKnowledge of Cloud infrastructure a plusExperience in incident response a plusExperience with scripting a plusExperience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plusFluent English is mandatory / Spanish or French or German are an advantage

• Health Insurance
• Dental Insurance
• Vision Insurance
• FSA
• HSA
• HSA With Employer Contribution
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• Fitness Subsidies
• On-Site Gym
• Pet Insurance
• Mental Health Benefits
• Virtual Fitness Classes
• Parental Benefits
• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources
• Birth Parent or Maternity Leave
• Non-Birth Parent or Paternity Leave
• Adoption Leave
• Work Flexibility
• Flexible Work Hours
• Remote Work Opportunities
• Hybrid Work Opportunities
• Work-From-Home Stipend
• Office Life and Perks
• Commuter Benefits Program
• Casual Dress
• Happy Hours
• Snacks
• On-Site Cafeteria
• Holiday Events
• Vacation and Time Off
• Paid Vacation
• Unlimited Paid Time Off
• Paid Holidays
• Personal/Sick Days
• Leave of Absence
• Volunteer Time Off
• Financial and Retirement
• 401(K)
• 401(K) With Company Matching
• Company Equity
• Stock Purchase Program
• Performance Bonus
• Relocation Assistance
• Professional Development
• Promote From Within
• Mentor Program
• Access to Online Courses
• Leadership Training Program
• Tuition Reimbursement
• Lunch and Learns
• Internship Program
• Professional Coaching
• Work Visa Sponsorship
• Diversity and Inclusion
• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)
• Founder led
• Veteran founded/led
• Asian founded/led

Our vision is a world where each day is safer and more secure than the one before., At Palo Alto Networks®, we’re united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!