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Senior Endpoint Security Support Engineer

2 months 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 way of life. We envision a world where each day is more secure than the last, and we are on the lookout for innovative thinkers who share our commitment to transforming the future of cybersecurity.

Work Philosophy

We prioritize personalization and choice in our employee programs, recognizing that each individual has unique needs and preferences. Our work environment encourages collaboration and in-person interactions, fostering relationships that drive innovation. Employees typically work from the office, with flexibility provided as necessary, to enhance teamwork and problem-solving.

Your Role

As a Senior Technical Support Engineer, you will engage directly with our customers to resolve complex post-sales issues. Your analytical skills will be crucial in evaluating various factors to deliver effective solutions. You will have the opportunity to network with key stakeholders across different domains, articulating intricate technical matters to both technical and non-technical audiences.

Your responsibilities will include:

  • Addressing user-reported issues in line with established Service Level Agreements.
  • Triage and respond to customer inquiries through our ticketing system, phone, or remote sessions.
  • Conducting advanced troubleshooting at both the application and operating system levels.
  • Identifying fault areas and collaborating with relevant teams to implement solutions.
  • Providing timely feedback on product issues reported by customers.
  • Documenting actions to ensure effective communication internally and with clients.
  • Facilitating root cause investigations and overseeing corrective and preventive measures.
Qualifications

Required Experience

  • Proven experience with Windows OS, Linux OS, and macOS applications (installation, troubleshooting, debugging).
  • Understanding of malware, exploits, and operating system behavior.
  • Experience with Android OS applications (installation, troubleshooting, debugging).
  • Strong background in Microsoft environments (SCCM, GPO, AD, MSSQL, IIS).
  • Familiarity with endpoint security software (Antivirus, DLP, IPS, NAC) is advantageous.
  • Knowledge of SIEM, vulnerability management tools, and firewalls.
  • Experience with batch scripting and Python is a plus.
  • Ability to troubleshoot independently in complex environments with diverse applications and protocols.
  • Familiarity with cloud infrastructure and VDI technologies (VMware Horizon, Citrix XenApp, and XenDesktop) is beneficial.
  • Minimum of 5 years of relevant experience with strong communication and customer service skills.
Team Dynamics

Our technical support team plays a vital role in our mission. You will contribute to customer success by providing ongoing support after product purchase. As technology and threats evolve, we remain committed to our mission of delivering exceptional customer service.

Our Commitment to Diversity

Palo Alto Networks values diverse teams and believes that innovation thrives in inclusive environments. We are dedicated to providing reasonable accommodations for qualified individuals with disabilities.

The compensation for this position will be determined based on qualifications, experience, and work location, including potential stock options and bonuses.