Technical Support Engineer, Cortex Xsiam/xdr

Company Description
**Our Mission**

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

**Job Description**:
**Your Career**

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong capability of detailing complex technical issues to non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure - which means you’ll need to move quickly and thoughtfully and provide technical assistance as needed (often in high-pressure situations).

**Your Impact**
- Provide Technical Support to customers and partners.
- Provide technical services, including writing scripts, troubleshooting, and best practices to customers.
- Respond to user-reported issues in adherence to established Service Level Agreements.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed on time.
- Provide fault isolation and root cause analysis for technical issues.
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Provide on-call support on an as-needed basis.
- Work with our Engineering team and influence the operability of the product.
- Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
- Provide timely feedback into 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

**Qualifications**:
**Your Experience**
- 3+ years of experience as a Support Engineer
- Experience understanding malware, exploits, operating system structure, and behavior
- 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.
- Knowledge of Cloud infrastructure a plus
- Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus
- BS/MS or equivalent experience required
- Experience working with EDR tools

**Professional Skills**
- Customer focus
- Strong customer advocacy skills and experience, ability to work in difficult customer situations
- Excellent written and verbal communication skills. Fluent in the English language (reading, writing, and speaking). Proficiency test results are a plus (e.g., TOEFL, TOEIC, Cambridge English Exams)
- Excellent Team Player
- Cultural awareness and ability to communicate with international customers
- Empathy
- Passion for lifelong learning and personal & professional development

Additional Information
**The Team**

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by supporting clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, t