Technical Support Engineer (Cortex XDR)

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 Technical Support Engineer for Cortex XDR, you will provide reactive technical support to global customers. Your role involves managing support cases from recording to resolution, performing fault isolation and root cause analysis, and contributing to our knowledge base by publishing technical documentation.

Key Responsibilities

• Provide reactive technical support, configuration review, troubleshooting, and best practices to customers.
• Manage 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.
• Collaborate with internal teams such as DevOps, Engineering, QA, and Product Managers to resolve customer issues.
  
  

Qualifications

Required Qualifications

• BS in computer science, information technology, computer architecture, or equivalent experience.
• 3+ years in support roles, working directly with large global cutomers and partners.
• Experience supporting Endpoint security software products (e.g., Antivirus, DLP, IPS, NAC).
• Strong ability to understand and troubleshoot Windows OS, Linux OS, and macOS-based applications.
• Strong ability to understand malicious software behavior in conjunction with the operating system structure.
• Customer-centric mindset with the ability to clearly articulate technical issues to both technical and non-technical audiences.
• Business level or higher English proficiency.
• Proactive and independent attitude toward learning technical knowledge.
  
  

Preferred Qualifications

• Cloud Service Provider (CSP) related work experience (e.g., AWS, Azure).
• Virtualization experience (VMware, OpenStack).
• Experience with debugging and editing system files on Windows (registries) and macOS (plists).
• Familiarity with authentication protocols like LDAP, TACACS+, Radius, or SAML.
• Experience in environments with multi-vendor interoperability.
  
  

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 [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.

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.