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Senior Technical Support Engineer, Cortex XSIAM

hace 2 meses

Guadalajara, Jalisco, México Palo Alto Networks, Inc. A tiempo completo
About the Role

We are seeking a highly skilled Senior Technical Support Engineer to join our team at Palo Alto Networks. As a key member of our support organization, you will play a critical role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Provide technical support to customers and partners, resolving complex issues and improving product operability
  • Manage support cases from recording to resolution, ensuring timely follow-ups and effective communication
  • Conduct fault isolation and root cause analysis for technical issues, collaborating with cross-functional teams to drive product improvement
  • Author technical support bulletins and other documentation, reviewing technical content for training, marketing, and troubleshooting guides
  • Travel to customer sites for critical situations, expediting resolutions and providing configurations, troubleshooting, and best practices
  • Collaborate with the Engineering team to influence product operability and participate in weekend on-call rotation and after-hours support as required
  • Communicate complex technical issues effectively to internal and external stakeholders, fostering transparency and driving business outcomes
Requirements
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications, along with deployment tools (SCCM, GPO, AD, JAMF)
  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities and 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
What We Offer

We are committed to providing a dynamic and inclusive work environment that fosters innovation, creativity, and growth. As a Senior Technical Support Engineer at Palo Alto Networks, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and make a meaningful impact on our customers' success.

We are an equal opportunity employer and welcome applications from diverse candidates. Please note that we will not sponsor applicants for work visas for this position.