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Company Overview
Palo Alto Networks is dedicated to our mission of being the preferred cybersecurity partner, ensuring the safety of our digital lives. We strive for a future where each day is more secure than the last, embracing challenges that require innovative solutions and a commitment to excellence.
Work Philosophy
We prioritize flexibility and personalization in our work environment, recognizing that each employee has unique needs. Our approach allows team members to choose their work arrangements, promoting a balance between in-office collaboration and remote productivity. This model encourages spontaneous discussions and effective problem-solving, fostering a culture of innovation.
As a Senior Technical Support Engineer focusing on SIEM capabilities, you will deliver specialized assistance for our SIEM offerings, particularly the Cortex XSIAM platform. Your responsibilities will include collaborating with clients to address intricate technical challenges, ensuring their SIEM implementations are efficient and aligned with their security objectives.
Your Contributions- Provide advanced technical support for SIEM-related inquiries, managing cases from inception to resolution with prompt follow-ups.
- Perform thorough fault isolation and root cause analysis for complex issues concerning SIEM, log ingestion, and correlation rules.
- Draft comprehensive 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.
- Engage in weekend 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 and technologies, including IP routing, DNS, and security protocols.
- Proficient in troubleshooting various operating systems (Windows, Linux, macOS) and their interactions 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 convey complex technical issues clearly 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, ideally with a focus on SIEM or cybersecurity.
- Experience in a collaborative, 24/7 operational environment with on-call responsibilities.
- Knowledge of SIEM tools for data parsing, correlation, and dashboard creation; familiarity with vulnerability management tools and firewalls is advantageous.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent military experience.
- Exceptional problem-solving abilities, especially under pressure.
- Comfortable working with diverse cross-functional teams and fostering open communication.
- Strong dedication to delivering high-quality customer service and ensuring client satisfaction.
- Relevant industry certifications such as CISSP, GIAC, or SIEM Vendor Qualifications are a plus.
- Basic understanding of Kubernetes, GCP, and AWS for troubleshooting cloud-based deployments is beneficial.
Our technical support team plays a vital role in our mission. By providing post-purchase support, we ensure our clients continue to succeed as they navigate evolving threats and technologies. Your involvement will include implementing new products, transitioning from legacy systems, and proactively identifying and resolving technical issues to provide exceptional customer support.
Our CommitmentWe are innovators who aspire to challenge the status quo in cybersecurity. Our success relies on diverse teams working collaboratively. We are committed to offering reasonable accommodations for all qualified individuals with disabilities. Palo Alto Networks is an equal opportunity employer, celebrating diversity in our workforce and ensuring that all qualified applicants receive consideration for employment without regard to any legally 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 and $152,450 per year, with potential bonuses included.
Immigration Sponsorship
This role is eligible for immigration sponsorship.
