Sr. Technical Support Engineer, Focused Services

Our Mission At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are. Who We Are We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Description Your Career As a Senior Technical Support Engineeer-Focused Services-XDR, you will be heavily engaged to personalize their customers’ experience and ensure a successful Palo Alto Networks product experience in Cortex space. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Cortex XDR technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value. This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in tracking systems and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues. Your Impact - 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) to implement the fix - Provide timely feedback on 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 Qualifications Your Experience - BE/B.Tech engineering, equivalent technical degree or equivalent military experience required - 6-8 years of relevant experience with strong communication and customer service skills - Required experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging) - Endpoint security technologies experience (XDR, SOAR, SIEM, etc.) - Experience understanding malware, exploits, operating system structure, and behavior - Experience with Android OS based applications (Installation, troubleshooting, Debugging) - Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS) - Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC) - Knowledge of SIEM, vulnerability management tools, and firewalls Good to have skills: - Experience with bash scripting OR Python is a plus - Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required - Knowledge of Cloud infrastructure is a plus - Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus Additional Information The Team Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. Our Commitment We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.