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