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Senior SIEM Support Engineer
2 months ago
Company Overview
Palo Alto Networks is dedicated to being the premier cybersecurity partner, ensuring the safety of our digital lives. Our vision is to create a world where each day is more secure than the last, and we strive to achieve this through innovation and a commitment to excellence.
Work Philosophy
We prioritize flexibility and personalization in our work environment. Our approach recognizes that each employee has unique needs and preferences. We foster a culture of collaboration, where in-person interactions are valued, and employees typically work from the office three days a week, allowing for two days of flexible work arrangements. This model encourages open communication and teamwork, essential for driving innovation.
As a Senior Technical Support Engineer with a focus on SIEM capabilities, you will deliver expert assistance for our SIEM products, particularly the Cortex XSIAM platform. You will collaborate with clients to troubleshoot complex technical challenges, ensuring their SIEM systems are effectively deployed and aligned with their security objectives.
Your Contributions- Provide advanced technical support for SIEM-related inquiries, managing cases from initiation to resolution with prompt follow-ups.
- Perform thorough fault isolation and root cause analysis for intricate technical challenges associated with SIEM, log ingestion, and correlation rules.
- Develop comprehensive Technical Support Bulletins and enhance the Knowledge Base with insights on SIEM functionalities and troubleshooting techniques.
- Collaborate closely with Engineering, Product, and Professional Services teams to drive product enhancements and resolve complex technical issues.
- Participate in on-call rotations and offer after-hours support to maintain high levels of customer satisfaction.
- Solid understanding of log ingestion, correlation rules, and performance optimization.
- Experience with platforms such as Cortex XSIAM, Splunk, or IBM QRadar is highly beneficial.
- Strong analytical troubleshooting skills related to SIEM issues, including log collection and event management.
- Familiarity with networking concepts, including IP routing, DNS, and security protocols.
- Proficient in troubleshooting various operating systems (Windows, Linux, macOS) and their interactions with SIEM platforms.
- Basic scripting skills (e.g., Python, PowerShell) for task automation and data extraction.
- Knowledge of security analysis and response across endpoint, network, and cloud environments.
- Ability to convey complex technical issues to both technical and non-technical audiences.
- Experience in creating and reviewing technical documentation and knowledge base articles.
- Demonstrated experience in a customer-facing technical support role, particularly in SIEM or cybersecurity.
- Experience in a collaborative, 24/7 operational environment with on-call responsibilities.
- Familiarity with SIEM tools for data parsing, correlation, and dashboard creation.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent military experience.
- Exceptional problem-solving abilities, particularly under pressure.
- Comfortable working with diverse cross-functional teams and maintaining open communication.
- Strong commitment to delivering exceptional customer service and ensuring client satisfaction.
- Relevant industry certifications such as CISSP, GIAC, or SIEM Vendor Qualifications are advantageous.
- Basic understanding of Kubernetes, GCP, and AWS for troubleshooting cloud-based systems is a plus.
Our technical support team plays a vital role in our mission. You will enable customer success by providing ongoing support to clients post-purchase. As technology and threats evolve, our commitment to our customers remains steadfast. You will be involved in the implementation of new products and the resolution of critical issues, ensuring our clients receive the highest level of support.
Our Commitment to DiversityWe are innovators who embrace diverse perspectives to challenge the status quo in cybersecurity. We are dedicated to providing reasonable accommodations for qualified individuals with disabilities. Palo Alto Networks is an equal opportunity employer, celebrating diversity in our workforce and ensuring that all qualified applicants receive fair consideration for employment.
Compensation and Benefits
The compensation for this position will be based on qualifications, experience, and work location. The starting base salary for this role is expected to range between $94,200 and $152,450 annually, with potential bonuses and benefits available.
