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Expert Technical Support Engineer in Cybersecurity
2 months ago
Company Overview
At Palo Alto Networks, our mission is clear:
To be the premier cybersecurity partner, safeguarding our digital existence.
We envision a world where every day is more secure than the last. Our foundation is built on challenging the norm and innovating in the cybersecurity landscape. We seek forward-thinkers who are passionate about shaping the future of security.
Work Philosophy
We prioritize personalization and choice in our employee programs. We recognize that every individual has unique needs and preferences. Our employees enjoy the flexibility to choose what suits them best, from wellness support to professional development.
At Palo Alto Networks, we value collaboration and in-person interactions. Our employees typically work from the office, with flexibility provided as necessary. This arrangement encourages spontaneous discussions, problem-solving, and building trust. Our aim is to cultivate an environment where innovation flourishes, with teams collaborating in the office three days a week to develop top-tier cybersecurity solutions.
Your RoleIn this position, you will engage directly with our esteemed clients to resolve their intricate post-sales challenges, requiring a thorough analysis of various factors. You will be a critical thinker, adept at understanding the methods and evaluation criteria necessary for achieving results. Your networking skills will enable you to connect with key contacts beyond your immediate expertise, effectively communicating complex technical issues to both technical and non-technical audiences.
You will frequently engage in technical discussions with cross-functional teams, fostering transparency that leads to superior products and work environments. Your ability to think quickly and provide timely support will be essential in helping our clients maintain secure environments, often in high-pressure situations.
We seek a highly driven and customer-centric professional. As a member of the global Cortex XDR support team, you will deliver technical assistance, respond to incoming inquiries, and manage escalations, phone calls, and emails efficiently and courteously, adhering to defined service level agreements.
Your Contributions- Address user-reported issues in line with established Service Level Agreements.
- Assess customer-reported issues and respond through ticketing systems, phone, or remote sessions.
- Conduct advanced troubleshooting at both the application and operating system levels, leveraging your expertise.
- Identify fault areas (code, environment, or configuration) and collaborate with relevant teams to implement solutions.
- Provide timely feedback on the development process regarding customer-reported product issues.
- Document actions clearly to communicate information effectively to both internal teams and customers.
- Facilitate root cause investigations and oversee the implementation of corrective and preventive measures.
- Extensive experience with Windows OS, Linux OS, and macOS applications (installation, troubleshooting, debugging).
- Understanding of malware, exploits, and operating system structures and behaviors.
- Experience with Android OS applications (installation, troubleshooting, debugging).
- Strong background in Microsoft environments (SCCM, GPO, AD, MSSQL, IIS).
- Familiarity with endpoint security software is advantageous (Antivirus, DLP, IPS, NAC).
- Knowledge of SIEM, vulnerability management tools, and firewalls.
- Experience with batch scripting and Python is a plus.
- Proven ability to troubleshoot independently, reproduce issues, and identify workarounds in complex environments.
- Understanding of cloud infrastructure is beneficial.
- Familiarity with VDI (VMware Horizon, Citrix XenApp, and XenDesktop) is a plus.
- 5+ years of relevant experience with strong communication and customer service skills.
Our technical support team plays a vital role in our success and mission. By joining this team, you will enable customer success by providing ongoing support after product purchase. Our commitment to our customers evolves as threats and technologies change, ensuring we remain aligned with our mission.
You will be involved in the implementation of new products, transitioning from legacy systems, and addressing critical issues as they arise. We proactively identify and resolve technical challenges, with a focus on delivering the best customer support in the industry.
Our CommitmentWe are innovators who dream big, take calculated risks, and challenge the status quo in cybersecurity. Our mission cannot be fulfilled without diverse teams working together.
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 any legally protected characteristics.
All information will be kept confidential according to EEO guidelines.
The compensation for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting base salary is expected to be between $94,200/yr to $152,450/yr, along with potential stock units and bonuses. A description of our employee benefits is available.
This role is eligible for Immigration Sponsorship.
