Sr. Technical Support Engineer, Focused Services

About this role

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Skills you'll use

What you'll do

• Respond to and triage user-reported issues via ticketing system, phone, or remote sessions, adhering to established Service Level Agreements.
• Perform advanced, multi-level troubleshooting at the application and OS level to isolate and resolve complex technical problems.
• Collaborate effectively with development and other teams to identify fault areas (code, environment, configuration) and drive the implementation of fixes.
• Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures to prevent future occurrences.
• Proactively engage with customers to address Cortex XDR technical needs and provide escalation management for enterprise deployment issues.
• Document all actions and solutions meticulously in tracking systems and account-specific repositories to ensure alignment and knowledge sharing.
• Reproduce customer issues in a lab environment to assist developers in resolving technical challenges and provide timely product feedback.

Who can apply

• Required Qualifications
• Bachelor's degree in Engineering, a related technical field, equivalent military experience, or equivalent practical experience.
• 6-8 years of experience in a technical support, systems engineering, or similar role with a focus on customer service.
• Demonstrated experience with endpoint security technologies such as XDR, SOAR, or SIEM.
• Expertise in troubleshooting and debugging applications on Windows, Linux, and macOS operating systems.
• Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits.

About Palo Alto Networks

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