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Technical Support Engineer

2 months ago

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

We are seeking a highly motivated and customer-focused Technical Support Engineer to join our global Cortex XDR support team at Palo Alto Networks. As a key member of our team, you will provide technical support to our customers, answering incoming support inquiries, and managing escalations in an effective, efficient, and friendly manner within defined service level agreements.

Key Responsibilities
  • Respond to user-reported issues in adherence to established Service Level Agreements
  • Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
  • Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
  • Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
  • Provide timely feedback on the development process on customer-reported product problems
  • Document actions to effectively communicate information internally and to customers
  • Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Requirements
  • Strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
  • Experience understanding malware, exploits, operating system structure, and behavior
  • Experience with Android OS based applications (Installation, troubleshooting, Debugging)
  • Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
  • Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)
  • Knowledge of SIEM, vulnerability management tools, and firewalls
  • Experience with batch scripting and Python is a plus
  • Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
  • Knowledge of Cloud infrastructure is a plus
  • Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus
  • 5+ years of relevant experience with strong communication and customer service skills
About Us

Palo Alto Networks is a trailblazer in the cybersecurity industry, dedicated to providing innovative solutions to protect our digital way of life. We are committed to creating a diverse and inclusive work environment where our employees can thrive and contribute to our mission. We believe in the power of collaboration and value in-person interactions, and we are looking for talented individuals who share our passion for cybersecurity and customer satisfaction.