Senior Technical Support Engineer (Focused Services, Cortex XSIAM)

Join Palo Alto Networks as a Senior Technical Support Engineer, where you'll provide top-notch technical support to our global customer base. You'll work closely with technical account managers, developers, and various teams to resolve complex issues and enhance the customer experience. Enjoy a range of benefits, including healthcare, wellness programs, professional development, financial perks, and generous time off policies.

• Provide technical support to customers by answering inquiries and managing escalations.
• Work with technical account managers to personalize customer experiences and mitigate risks.
• Collaborate with developers to reproduce issues and develop permanent solutions.
• 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