TECHNICAL SUPPORT ENGINEER, CORTEX XDR

Company DescriptionOur MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.Our Approach to WorkWe lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!Job DescriptionYour CareerWe are looking for a highly motivated and customer-focused professional. As part of the global Cortex XDR support team, you will serve our customer base by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails effectively, efficiently, and friendly within defined service level agreements.You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong capability of detailing complex technical issues to non-technical and technical professionals.You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure – which means you’ll need to move quickly and thoughtfully and provide technical assistance as needed (often in high-pressure situations).Your ImpactProvide Technical Support to customers and partnersProvide technical services, including writing scripts, troubleshooting, and best practices to customersRespond to user-reported issues in adherence to established Service Level AgreementsPerform advanced troubleshooting at the application and OS levels, using your knowledge and relevant expertiseManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed on timeProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Provide on-call support on an as-needed basisWork with our Engineering team and influence the operability of the productAble to effectively communicate to all levels and stakeholders - internally and externally on complex technical issuesIdentify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fixProvide timely feedback into the development process on customer-reported product problemsDocument actions to effectively communicate information internally and to customersFacilitate root cause investigations and manage the implementation of corrective and preventative measuresQualificationsYour Experience4+ years of experience as a Support EngineerRequired strong experience with Windows OS, Linux OS, and macOS-based applications (Installation, troubleshooting, Debugging)Experience understanding malware, exploits, operating system structure, and behaviour Experience with Android OS-based applications (Installation, troubleshooting, Debugging)Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)Knowledge of SIEM, vulnerability management tools, and firewalls is a plusExperience with batch scripting and Python is a plusStrong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols requiredKnowledge of Cloud infrastructure a plusKnowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plusBS/MS or equivalent experience or equivalent military experience requiredExperience working with EDR toolsRequired basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)Professional SkillsCustomer focusStrong customer advocacy skills and experience, ability to work in difficult customer situationsExcellent written and verbal communication skills - Fluent in the English language (reading, writing, and speaking) - Proficiency test results are a plus (e.g., TOEFL, TOEIC, Cambridge English Exams)Excellent Team PlayerCultural awareness and ability to communicate with international customersEmpathyPassion for lifelong learning and personal & professional developmentAdditional InformationThe TeamOur technical support team is critical to our success and mission. As part of this team, you enable customer success by supporting clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.You’ll be involved in implementing new products, transitioning from old products to contemporary ones, and will fix integrations and critical issues as they are raised. You’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, focusing on providing the industry's best customer support.Our CommitmentWe’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.All your information will be kept confidential according to EEO guidelines.Please note that we will not sponsor applicants for work visas for this position.