Job Description

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.
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 Summary
As a Senior Technical Support Engineer for Focused Services - XDR, you will be a dedicated partner to our customers, ensuring their success with our Cortex XDR products. You will leverage your deep technical expertise to proactively mitigate risks, troubleshoot complex issues, and provide personalized support as a virtual member of their team. This role is pivotal in managing escalations, performing root cause analysis, and collaborating with internal teams to drive swift resolutions and enhance the customer experience.
Key Responsibilities

• Respond to and triage user-reported issues via ticketing system, phone, or remote sessions, adhering to established Service Level Agreements.
• Perform advanced, multi-level troubleshooting at the application and OS level to isolate and resolve complex technical problems.
• Collaborate effectively with development and other teams to identify fault areas (code, environment, configuration) and drive the implementation of fixes.
• Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures to prevent future occurrences.
• Proactively engage with customers to address Cortex XDR technical needs and provide escalation management for enterprise deployment issues.
• Document all actions and solutions meticulously in tracking systems and account-specific repositories to ensure alignment and knowledge sharing.
• Reproduce customer issues in a lab environment to assist developers in resolving technical challenges and provide timely product feedback.

Qualifications
Required Qualifications

• Bachelor's degree in Engineering, a related technical field, equivalent military experience, or equivalent practical experience.
• 6-8 years of experience in a technical support, systems engineering, or similar role with a focus on customer service.
• Demonstrated experience with endpoint security technologies such as XDR, SOAR, or SIEM.
• Expertise in troubleshooting and debugging applications on Windows, Linux, and macOS operating systems.
• Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits.

Preferred Qualifications

• Experience with bash or Python scripting for automation and analysis.
• Knowledge of cloud infrastructure (e.g., AWS, Azure, GCP) and VDI environments (e.g., VMware, Citrix).
• Experience with additional security tools like Antivirus, DLP, IPS, and NAC.
• Experience troubleshooting Android OS based applications.

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 .
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.

Skills Required