Senior Technical Support Engineer - Endpoint Security (Cortex XDR/XSIAM)
About the role
Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary As a Senior Technical Support Engineer for Focused Services - XDR, you will be a dedicated partner to our customers, ensuring their success with our Cortex XDR products. You will leverage your deep technical expertise to proactively mitigate risks, troubleshoot complex issues, and provide personalized support as a virtual member of their team. This role is pivotal in managing escalations, performing root cause analysis, and collaborating with internal teams to drive swift resolutions and enhance the customer experience. Key
Responsibilities 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.