Senior Technical Support Engineer
2 days ago
Senior Technical Support Engineer - Focused Services (Cortex XDR)
Our Mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before.
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.
As a Senior Technical Support Engineer, 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 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 Impact:
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
Qualifications:
Required 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
Mandarin Language skills
Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus
5+ years of relevant experience with strong communication and customer service skills
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
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