Sr. Technical Support Engineer, Cortex
Core
Provide post-sales technical support, fault isolation, and root cause analysis for cybersecurity endpoint software products to customers and partners.
Role type
Senior Technical Support Engineer (Endpoint Security)
Builds
Production support services, technical documentation, and troubleshooting guides for Palo Alto Networks endpoint security solutions.
Domain
Cybersecurity / Endpoint Security / IT Operations
Deliverable
client delivery
Required skills
Endpoint security software support, Windows OS troubleshooting, Linux OS troubleshooting, macOS troubleshooting, Android/iOS application support, Active Directory management, GPO management, batch scripting, Python, malware analysis, exploit analysis, OS structure knowledge, cloud infrastructure basics, VDI management (VMWare Horizon, Citrix)
Preferred skills
Endpoint security software experience (Antivirus, IDS/IPS, DLP), batch scripting, Python, cloud infrastructure, VDI (VMWare Horizon, Citrix XenApp, XenDesktop)
Technologies
Windows, Linux, macOS, Android, iOS, Active Directory, GPO, VMWare Horizon, Citrix XenApp, Citrix XenDesktop
Responsibilities
Troubleshoot and resolve complex post-sales technical issues for customers, perform fault isolation and root cause analysis, write scripts for automation, publish technical support bulletins and documentation, review technical documentation for training and marketing, provide configurations and best practices, participate in weekend on-call rotation, travel to customer sites for critical situations.
Seniority
Senior, hands-on IC