Sr Technical Support Engineer- Cortex XDR

  • Santa Clara, CA
  • Full-time
  • Department: Global Customer Support

Company Description

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

  • Provide Technical Support to customers and partners
  • Provide technical services include writing scripts, troubleshooting and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as needed basis
  • Provide configurations, troubleshooting and best practices to customers.
  • Work with our Engineering team and influence the operability of the product.
  • Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.
  • Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Your Responsibilities

  • Provide Technical Support to customers and partners
  • Provide configurations, troubleshooting and best practices to customers
  • Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review and development of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel may be required to customer sites in the event of a critical situation to expedite resolution
  • Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis

Qualifications

Your Experience

  • 5+ years of related experience
  • Required experience with supporting EndPoint software products
  • Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
  • 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
  • Experience understanding malware, exploits, operating system structure and behavior
  • Experience with batch scripting and Python is a plus
  • Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required
  • Knowledge of Cloud infrastructure a plus
  • Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus
  • BS/MS or equivalent experience required

Additional Information

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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 [email protected].

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.

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