Senior SIEM Support Engineer

2 weeks ago

Plano, Texas, United States Palo Alto Networks Full time
Job Overview

Company Overview

Palo Alto Networks is dedicated to our mission of being the cybersecurity partner of choice, safeguarding our digital lifestyle.

Vision

We envision a world where each day is safer and more secure than the last. Our foundation is built on challenging the norm and seeking innovators who are committed to shaping the future of cybersecurity.

Work Culture

We prioritize personalization and choice in our employee programs, recognizing that each individual has unique needs. Our employees typically work from the office, with flexibility as required, fostering collaboration and innovation through in-person interactions.

Your Role

As a Senior Technical Support Engineer with a focus on SIEM capabilities, you will deliver expert assistance for our SIEM products, including the Cortex XSIAM platform. You will collaborate closely with clients to resolve intricate technical challenges, ensuring their SIEM implementations are optimized to meet security requirements.

Your Contributions
  • Provide advanced technical support for SIEM-related inquiries, managing cases from initiation to resolution with timely follow-ups.
  • Perform comprehensive fault isolation and root cause analysis for complex issues related to SIEM, log ingestion, and correlation rules.
  • Draft detailed Technical Support Bulletins and enhance the Knowledge Base with insights on SIEM functionalities and troubleshooting techniques.
  • Collaborate with Engineering, Product, and Professional Services teams to drive product enhancements and resolve complex technical challenges.
  • Participate in weekend on-call rotations and offer after-hours support to maintain continuous customer satisfaction.
Your Qualifications
  • 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 and technologies, including IP routing, DNS, and security protocols.
  • Proficient in troubleshooting various operating systems (Windows, Linux, macOS) and their interaction with SIEM platforms.
  • Basic scripting knowledge (e.g., Python, PowerShell) for task automation and data extraction.
  • Understanding of security analysis and response across endpoint, network, and cloud environments.
  • Ability to clearly communicate complex technical issues to both technical and non-technical audiences.
  • Experience in creating and reviewing technical documentation and knowledge base articles.
  • Proven track record in a customer-facing technical support role, preferably with a focus on SIEM or cybersecurity.
  • Experience in a collaborative, 24x7 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 skills, especially under pressure.
  • Comfortable working across diverse teams with open communication.
  • Strong commitment to delivering high-quality 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 deployments is a plus.
Team Dynamics

Our technical support team plays a vital role in our success. You will enable customer success by providing support post-purchase. Our commitment to our clients evolves with changing threats and technology.

Commitment to Diversity

Palo Alto Networks is an equal opportunity employer. We celebrate diversity and ensure that all qualified applicants receive consideration for employment without regard to various protected characteristics.

Compensation

The compensation for this position will depend on qualifications, experience, and work location. The starting base salary is expected to be between $94,200/yr to $152,450/yr, with additional benefits and bonuses available.

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