Senior Technical Support Engineer (XSIAM)

Our Mission

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!

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 Summary

Job Summary

As a highly motivated and customer-focused professional on the global Cortex XSIAM support team, you will provide first-class technical support by managing incoming inquiries and escalations within defined SLAs. You will proactively identify and resolve complex technical issues, collaborating with technical account managers and developers to mitigate risks and develop permanent solutions. This role requires a deep understanding of client environments to ensure the successful deployment and operation of our cybersecurity solutions, finding and resolving issues before they escalate.

Key Responsibilities

• Respond to user-reported issues in adherence to established Service Level Agreements.
• Triage customer reported issues and respond via ticketing system, phone, or remote sessions.
• Perform advanced troubleshooting at the application and OS level, using your knowledge and relevant expertise.
• Identify the area of fault (code, environment, or configuration) and work with the appropriate teams to implement the fix.
• Provide timely feedback into 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

Required Qualifications

• 4+ years of experience as a Support Engineer.
• Previous experience with Endpoint Security software.
• Extensive SIEM experience, including creating custom collections, data parsing, complex correlation rules, reports, dashboards, and system integration.
• Experience working with EDR tools.
• Strong networking knowledge with the ability to independently debug broad, complex, and unique environments.
• Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging).
• Excellent written and verbal communication skills with strong customer advocacy experience.
  
  

Preferred Qualifications

• Knowledge of Cloud infrastructure.
• Experience in incident response.
• Experience with scripting.
• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange).
  
  

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.

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.