Sr Technical Support Engineer Focused Services -xdr jobs at Palo Alto in India, Bengaluru

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Design, implement, and maintain network security architectures and security controls.

• Develop and enforce security policies, standards, and procedures.

• Configure and manage network security devices (firewalls, IPS / IDS, etc.).

• Troubleshoot network security issues and implement solutions.

• Provide technical expertise and guidance to other IT staff.

Your Experience

• Bachelor's degree in technical, Information Technology, or a related field, or equivalent military experience required
• 10 years of experience in network security roles, with a focus on designing, implementing, and maintaining secure network infrastructures.
• Experience with security certifications (e.g., CISSP, CEH, CCIE Security) is a plus.
• Extensive experience with network security technologies (firewalls, IPS/IDS, VPNs, SASE security etc.).
• Experience with security protocols and standards (e.g., TCP/IP, DNS, DHCP, AD etc.).
• Experience with designing, deploying, configuring, maintaining and troubleshooting Palo Alto VM Series, and Physical Firewalls
• Experience designing and integrating with Panorama
• Experience designing and integrating with Prisma Access
• Working knowledge of routing ( OSPF / BGP) & switching.
• Strong understanding of network security concepts and best practices.
• Familiarity with cloud security concepts and technologies.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks and manage time effectively.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

The Ecosystem Renewals Manager will be responsible for shaping and scaling our renewal revenue performance through our ecosystem partners. This individual contributor role requires channel experience—ideally someone who has worked directly within a partner or distributor organization—and who understands ecosystem dynamics, partner economics, renewal programs, and the unique metrics that drive partner-led revenue motions.

You will partner across the Ecosystem team to define the future of partner-led renewals, ensuring a predictable, scalable, and customer-centric renewal experience across EMEA.

Your Impact

Strategic Partnership with Sales, Ecosystems teams, and Ecosystem Partners, to define, execute, and deliver quarterly bookings targets for Renewals with predictability and reliability.

• Working with the renewal managers and channel team you will define the Ecosystem Renewals core principles for EMEA, ensuring alignment with Sales, Channel, and Global Customer Success teams.

• Serve as a strategic partner to the Ecosystem Team driving and executing integrated renewal strategies across partner types.

• Leverage your channel background knowledge to help shape models that reflect how partners operate with the renewal portfolio including their incentives and the critical KPIs governing their success with renewals.

• Drive a culture of accountability, collaboration, and continuous improvement.

Channel-Centric Renewals Revenue Leadership

• Own partner-led renewal visibility and forecasting, ensuring accuracy and visibility across distributor, reseller, and GSI renewal motions.

• Drive the renewals motion with distribution partners and channel partners to ensure partner engagement that drives timely renewals at targeted renewal rates.
• Play an integrated part of performance reviews with distributors and key partners, using ecosystem KPIs such as renewal rates, partner attach, revenue retention, pipeline velocity, and partner lifecycle metrics.
• Identify gaps and opportunities within partner-led renewal programs and propose enhancements grounded in channel operational realities.

Operational Excellence

• Drive transformation of channel renewal processes, optimizing workflows and partner engagement through scalable governance, automation, and analytics.
  

• Ensure partner renewal operations are integrated seamlessly into internal systems (Salesforce, Clari, PRM) and aligned to our sales forecasting cadences.

• Partner with sales operations to help build, launch and utilize a dashboard visible to our ecosystem distributors whilst having a full understanding of GDPR restrictions and limitations

Partner Collaboration & Enablement

• Act as the primary renewals liaison to Channel Sales, Distribution Leaders, and Alliances stakeholders.
  

• Work closely with distributors and partners to ensure they are equipped with the right insights, tools, and training to execute high-quality renewals.
  

• Partner with Channel Enablement to design renewal-focused partner programs, certifications, rebates and competency frameworks.

• Represent Renewals in regional distribution events, channel, and ecosystem forums.



• Partner with sales operations to help build, launch and utilize a dashboard visible to our ecosystem distributors whilst having a full understanding of GDPR restrictions and limitations

Your Experience

• 3+ years of experience in channel-focused roles, ideally within a reseller, distributor, MSP, or GSI, with responsibility for partner revenue, programs, or renewals.

• Demonstrated experience in partner-led renewal management, channel forecasting, and ecosystem program execution.

• Strong understanding of distribution models, partner compensation, deal lifecycle, vendor rankings and ecosystem health metrics. Ideal candidates will have strategic relationships which are in partnership with Palo Alto Networks current ecosystem in EMEA.

• Proven ability to influence partner and distributor stakeholders and drive performance improvements within a matrix environment.

• Expertise with Salesforce, Clari, and partner or distribution management tools.

• Track record of driving growth and operational excellence in a partner-centric environment.

All your information will be kept confidential according to EEO guidelines.

Key Responsibilities

• Strategic Technical Leadership: Act as the highest level of technical authority. You will hold peer-to-peer conversations with Engineering and Customers to drive permanent resolution on complex architectural issues, ensuring supportability is a key consideration in organizational and product decisions
• AI & Automation Strategy: Drive AI-led workflow improvements and automation efforts across GCS. Your goal is to achieve specific, measurable outcomes including significant Case Avoidance and Case Deflection, while drastically reducing Time to Resolution (TTR) and Time to Connect (TTC)
• Champion Serviceability & Scalability: Influence the product development lifecycle by advocating for improved serviceability and scalability in new and existing products. Collaborate closely with Product Management and Engineering to incorporate critical support requirements early in the design phase
• Engineer Enablement: Develop and deliver cutting-edge training programs, technical deep dives, and enablement content for our Technical Assistance Center (TAC) engineers, ensuring the global team is ready to expertly support complex Cloud and SASE architectures
• Root Cause Elimination: Systematically analyze root causes of recurring, high-impact issues. Collaborate directly with Engineering to implement permanent product fixes and process improvements, minimizing customer impact and elevating the overall support experience

Required Qualifications

• Professional Experience: 10+ years of progressive experience in technical support, engineering, or a related field within the networking and security industry
• Core Domain Expertise: Deep and comprehensive understanding of TCP/IP, routing protocols (BGP, OSPF), and complex LAN/WAN architectures
• Expertise in network security concepts and technologies, including firewalls, VPNs (IPSEC, SSL), PKI, and intrusion prevention systems
• Extensive, hands-on background in SASE and SD-WAN technologies.
• Cloud & Deployment Fluency: Significant exposure to solutions deployed across major Public Clouds (e.g., AWS, Azure, GCP) and Private Clouds
• Proven track record of leading, managing, and implementing successful, high-impact technical projects
• Operational Background: Proven experience working in Security, Network, and/or IT Operations environments
• Experience developing and implementing Technical Support strategy and successfully mentoring Senior Technical Staff
• Automation & AI Skills: Demonstrated experience applying AI/ML concepts to operational workflows or support processes for tangible business outcomes
• Expertise with scripting languages (e.g., Python) for Automation and utilizing effective tools to achieve Case Avoidance and Deflection targets
• Soft Skills & Authority: Exceptional communication skills with the ability to articulate complex technical concepts clearly and persuasively to both highly technical and non-technical executive audiences.
• Proven ability to influence product direction by effectively collaborating with Product Management and Engineering teams

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

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 own area of expertise, with a strong capability of detailing difficult technical issues to both 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 provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
• Remote support, deployment and knowledge transfer
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow–ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Work shoulder to shoulder with the Sales and Sales Engineering Teams

Your Experience

• BS/MS or equivalent experience or equivalent military experience required
• 5+ years of deep technical knowledge and technical support with a strong customer focus or related experience
• Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage
• Excellent written and spoken communication skills, strength with establishing relationships
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• Excellent interpersonal skills and the ability to work well independently and in a team
• Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive
• Passionate to learn, understand, and dissect new technology stack quickly on own
• Strong project management, time management, and organizational skills
• Strong analytical skills for interpreting business requirements and translating them into technical specifications
• Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP
• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
• Experience with security (IPSEC, SSL–VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (Radius / TACACS)
• Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus
• Excellent problem solving, critical thinking, communication, and teamwork skills
• Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As a Senior Technical Support Engineeer-Focused Services-XDR, you will be heavily engaged to personalize their customers’ experience and ensure a successful Palo Alto Networks product experience in Cortex space. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Cortex XDR technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.

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

Your Experience

• BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
• 6-8 years of relevant experience with strong communication and customer service skills
• Required experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
• Endpoint security technologies experience (XDR, SOAR, SIEM, etc.)
• 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

Good to have skills:

• Experience with bash scripting OR 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

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will contribute to customer engagements, assisting in the design and deployment of our security solutions. You will act as a technical contributor, providing input and guidance around complex systems to secure the customers environment. You will engage directly with our customers and partner with their technical teams. You are highly skilled and continuously learn. You enjoy solving complex problems and consistently look for innovative solutions.

Your Impact

• Build custom security policies and application signatures for unique client environments
• Consult and guide customers on security standard best practices methodologies and act as trusted advisor for clients on behalf of Palo Alto Networks
• Analyze logs and events from the solution and supply threat analysis reports, providing input and direction as applicable
• Work proactively with our Technical Assistance Center to troubleshoot and diagnose cases as escalations arise
• Maintain the implemented solution and provide mentorship on code upgrades, changes to the platform, and new technology developments
• Work with sales account team to help formulate a technical strategy to address customer business needs
• Support direct manager in managing business needs through weekly reports and Quarterly Business Reviews
• Engage with the account team to allow them to clearly understand the customer business & technical requirements as you learn through active engagement with the client

Responsibilities:

• Travel (25-50%) is required for customer meetings and onsite deployments of customer engagements
• Conduct research on new features and technologies to optimize value delivery to customers
• Meet with customer teams to design and thoroughly document the complete project
• Provide knowledge transfer of next-generation technologies to customers and other Palo Alto Networks Technical Teams for long-term engagements
• Ensure the successful completion of large-scale customer projects

Qualifications

• A 4-Year Engineering Degree / BS in Computer Science, MIS, business, or equivalent education/training/experience is required
• Demonstrated excellent written and verbal communication skills are essential.
• Proficiency in document creation is necessary
• A minimum of 5 years of experience with firewall and IDS/IPS solutions in large environments is required
• Extensive knowledge of various security threats is mandatory
• A strong understanding of Internet protocols and applications is required
• Demonstrated project leadership skills and the ability to conduct design meetings are essential
• The ability to leverage a variety of tools to complete migrations (e.g., scripts, Excel, third-party tools) is necessary
• Candidates should possess a minimum of 10 years of industry experience
• Candidates should hold the latest industry-leading cybersecurity certifications

As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

The Team

• Cortex Bangalore team is currently managing two security platforms Prisma Cloud & Cortex Cloud
• We are responsible for managing work for both security platforms which will include working on customers feature requests , technical debt to enhance the stability and performance of the security platforms, customer issues and escalations. Stability of production environment (AWS, GCP). Ongoing releases and patches in production

Key Responsibilities

• Lead the design and implementation of significant features and components within complex backend systems and microservices for our Prisma Cloud & Cortex Cloud
• Develop and implement high-quality, resilient, and scalable backend services primarily using Go, Java and Python
• Drive technical design discussions and decisions for specific features, ensuring solutions meet with overall architectural vision
• Collaborate closely with cross-functional teams, including product management, frontend engineers, security researchers, and SRE, to define, design, and ship new features and platform enhancements
• Contribute to defining and promoting best practices for backend development, testing, and deployment within the organization, particularly for cloud-native security solutions
• Analyze and resolve complex technical challenges and production issues, ensuring the reliability and performance of Prisma Cloud & Cortex Cloud platforms
• Actively participate in code reviews, design reviews, and architectural review
• Stay up-to-date of emerging technologies and industry trends in cloud and backend development, evaluating and recommending their adoption where appropriate

Required Qualifications

• 5+ years of experience in backend software development, with a strong track record of designing and delivering scalable, distributed systems, preferably in a cloud security context
• Expertise in Java, Go and/or Python for backend development
• Strong understanding of software architecture principles, including microservices, event-driven architecture, and distributed systems patterns
• Proven experience with system design, data modeling, and API design (RESTful, gRPC).
• Experience with various database technologies (SQL and NoSQL), message queues (e.g., Kafka, RabbitMQ), and caching solutions
• Good understanding of cloud platforms (GCP, AWS, or Azure) and containerization technologies (Docker, Kubernetes), with an emphasis on security best practices within these environments.
• Excellent problem-solving, analytical, and troubleshooting skills
• Strong communication and collaboration abilities, with a knack for explaining complex technical concepts
• Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent practical experience

All your information will be kept confidential according to EEO guidelines.