Senior Technical Support Engineer - Focused Services, Cortex XSIAM
Core
Provide technical support for Palo Alto Networks' Cortex XSIAM platform, managing escalations, troubleshooting complex issues, and collaborating with developers to resolve customer-reported problems.
Role type
Senior Technical Support Engineer (Cybersecurity/SIEM)
Builds
Customer support for Cortex XSIAM and related cybersecurity solutions
Domain
Cybersecurity, SIEM, Endpoint Security, Cloud Infrastructure
Deliverable
client delivery
Required skills
Endpoint Security software, SIEM, custom collections and data parsing, complex correlation rules, EDR tools, networking, Windows/MacOS/Linux OS troubleshooting, cloud agent deployment (Kubernetes, GCP, AWS)
Preferred skills
Cloud infrastructure, incident response, scripting, MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange)
Technologies
Cortex XSIAM, SIEM, EDR, Kubernetes, GCP, AWS, Windows, MacOS, Linux, SCCM, GPO, AD, MSSQL, IIS, Exchange
Responsibilities
Respond to user-reported issues within Service Level Agreements, triage customer issues via ticketing/phone/remote sessions, perform advanced troubleshooting at application and OS levels, identify fault areas and work with teams to implement fixes, provide feedback to development on product problems, document actions, facilitate root cause investigations.
Seniority
Senior, hands-on IC