Senior Technical Support Engineer - Endpoint Security (Cortex XDR/XSIAM)
Core
Senior Technical Support Engineer providing advanced troubleshooting, root cause analysis, and escalation management for Palo Alto Networks Cortex XDR endpoint security products.
Role type
Senior IC technical support engineer (endpoint security)
Builds
Customer success and stability for Cortex XDR deployments
Domain
Cybersecurity / Endpoint Security / XDR
Deliverable
client delivery
Required skills
Endpoint security technologies (XDR, SOAR, SIEM), OS troubleshooting (Windows, Linux, macOS), Microsoft environments (SCCM, GPO, AD, MSSQL, IIS), malware/exploit fundamentals, ticketing systems, root cause analysis, lab environment reproduction
Preferred skills
Bash/Python scripting, cloud infrastructure (AWS, Azure, GCP), VDI environments (VMware, Citrix), additional security tools (Antivirus, DLP, IPS, NAC), Android OS troubleshooting
Technologies
Cortex XDR, SOAR, SIEM, SCCM, GPO, AD, MSSQL, IIS, AWS, Azure, GCP, VMware, Citrix
Responsibilities
Respond to and triage user-reported issues via ticketing, phone, or remote sessions; Perform advanced multi-level troubleshooting at application and OS level; Collaborate with development teams to identify fault areas and drive fixes; Facilitate comprehensive root cause investigations and implement corrective measures; Proactively engage with customers for escalation management; Document actions and solutions in tracking systems; Reproduce customer issues in a lab environment to assist developers.
Seniority
Senior, hands-on IC
