Sr. Technical Support Engineer (Cortex XSIAM)

About Us

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. 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.

Responsibilities

• Offer technical support to customers and partners, managing cases from recording to resolution.
• Conduct fault isolation and root cause analysis for complex technical issues.
• Author Technical Support Bulletins and technical documentation for the Knowledge Base.
• Review technical content for training, marketing, manuals, and troubleshooting guides.
• Travel to customer sites for critical situations to expedite resolutions as needed.
• Provide configurations, troubleshooting, and best practices to ensure customer success.
• Collaborate with the Engineering team to influence product operability and improvements.
• Participate in weekend on-call rotations and provide after-hours support as required.
• Communicate complex technical issues effectively to internal and external stakeholders.

Qualifications

Required Qualifications

• 5+ years of experience in a customer-facing technical support role with analytical troubleshooting skills.
• Proficiency with Windows, Linux, iOS, Android, and macOS applications and deployment tools (SCCM, GPO, AD, JAMF).
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging in complex environments.
• Familiarity with Internet-based technologies (DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing).
• Knowledge of IP network technologies and performance monitoring tools like Datadog or Cloud Watch.
• Independent troubleshooting ability in diverse environments with mixed applications and protocols.

Preferred Qualifications

• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards.
• Exposure to vulnerability management tools, firewalls, and advanced SIEM platforms.
• Fundamental understanding of Kubernetes, GCP, and AWS for cloud agent deployment.
• Basic scripting knowledge (JS, Python, PowerShell, SQL, XDL, SPL) for playbooks and data extraction.
• Bachelor's degree in computer science, a related discipline, or equivalent experience.

Pay

The starting base salary for this position is expected to be in the range of $103,400.00 - $167,200.00 per year. The offered compensation may also include restricted stock units and a bonus.

Benefits

A description of our employee benefits may be found here.