Senior Technical Support Engineer, Cortex XSIAM

hace 1 mes

Tijuana, Baja California, México Palo Alto Networks A tiempo completo

Job Summary

We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our customers, ensuring their environments are secure and running smoothly.

Key Responsibilities

  • Provide technical support to customers and partners via phone, email, and chat
  • Manage support cases from recording to resolution, including timely follow-ups
  • Conduct fault isolation and root cause analysis for technical issues
  • Author Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review technical content for training, marketing, manuals, and troubleshooting guides
  • Travel to customer sites for critical situations, expediting resolutions as needed
  • Provide configurations, troubleshooting, and best practices to customers
  • Collaborate with the Engineering team to influence product operability
  • Participate in weekend on-call rotation and provide after-hours support as required
  • Communicate complex technical issues effectively to internal and external stakeholders

Requirements

Your Experience

  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
  • Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
  • Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
  • Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
  • Exposure to SIEM, vulnerability management tools, and firewalls
  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
  • Comfortable collaborating across diverse cross-functional teams with open communication
  • Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
  • Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
  • Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
  • A bachelor's degree in computer science or related discipline or equivalent military experience (advantageous)

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 trailblazers who dream big, take risks, and challenge cybersecurity's status quo. It's simple: We can't accomplish our mission without diverse teams innovating, together.

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