Senior Technical Support Engineer - XDR (Focused Services)

Roles & Responsibilities

Our Mission At 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. Who We Are We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career 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 own area of expertise, with a strong capability of detailing difficult technical issues to both 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 provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).We 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, by answering incoming support inquiries, and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. Your Impact Respond to user-reported issues in adherence to established Service Level Agreements

Triage customer reported issues and respond to them via ticketing system, phone or remote sessions

Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise

Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix

Provide timely feedback on the development process on customer-reported product problems

Document actions to effectively communicate information internally and to customers

Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Qualifications

Your Experience Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)

Experience understanding malware, exploits, operating system structure, and behavior

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

Experience with batch scripting and Python is a plus

Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required

Knowledge of Cloud infrastructure is a plus

Mandarin Language skills

Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus

5+ years of relevant experience with strong communication and customer service skills

Additional Information

The Team Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to 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 new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. Our Commitment

We’re problem solvers that 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

Tell employers what skills you have

Customer Service Skills

MacOS

Troubleshooting

Technical Assistance

Ticketing

Customer Support

VMware

Scripting

Customer Success

Service Level

Networking

Pressure

Python

Debugging

Linux

Technical Support