Managed Xsiam Service Tech Lead jobs at Palo Alto

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

Your Career

As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Your Impact

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Participate in weekend on-call rotation and provide after-hours support as required
• Communicate complex technical issues effectively to internal and external stakeholders
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Your Experience

• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
• Analytical troubleshooting skills in Linux, displaying problem-solving abilities
• Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
• Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
• Familiarity with SOAR platforms - writing new and expanding new playbooks using automation and scripting tools.
• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
• Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
• Exposure to SIEM, vulnerability management tools, and firewalls
• Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
• Comfortable collaborating across diverse cross-functional teams with open communication
• Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
• Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
• A bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous)

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108,000/YR - $162,000YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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 Cortex team builds and delivers the industry’s most advanced SecOps platform, consisting of XSIAM, XSOAR, and XPANSE. As a Senior DevOps Engineer, you will be responsible for designing, building, and maintaining the infrastructure and automation that powers our large-scale cloud platform. You will work closely with engineering teams to enable fast and reliable software delivery, optimize system performance, and ensure seamless scalability.

This role requires a strong DevOps engineer who is passionate about automation, cloud infrastructure, observability, and continuous integration/deployment. You will contribute to the evolution of our infrastructure by implementing best practices in configuration management, cloud provisioning, containerization, and CI/CD pipelines.

Your Impact

• Cloud Infrastructure – Architect, deploy, and manage cloud-native solutions in Google Cloud Platform (GCP) to ensure scalability, reliability, and performance
• Automation & Infrastructure as Code – Develop Infrastructure-as-Code using Terraform, automate configuration management with tools like Ansible, and drive adoption of GitOps practices
• CI/CD Pipelines – Build, maintain, and optimize CI/CD pipelines using Jenkins, GitLab CI, or similar tools to enable rapid, reliable software delivery
• Containerization & Orchestration – Deploy and manage containerized workloads using Kubernetes (GKE preferred) and Docker, ensuring resilience and security
• Monitoring & Performance Optimization – Implement monitoring, logging, and alerting solutions to proactively identify and resolve performance issues
• Security & Compliance – Ensure security best practices are followed across infrastructure, networking, and application deployment
• Collaboration – Work closely with development teams to integrate DevOps practices, troubleshoot production issues, and improve operational efficiency
• On-Call Rotation – Participate in on-call support to maintain platform reliability and resolve production incidents

Your Experience

• 4+ years of experience in DevOps, Site Reliability Engineering, or Cloud Infrastructure roles
• Strong cloud expertise in Google Cloud Platform (preferred) or AWS
• Infrastructure as Code – Deep knowledge of Terraform, Ansible, or equivalent tools
• Proficiency in scripting/programming with Python, Go, or Bash
• Containerization & Kubernetes – Experience managing large-scale Kubernetes environments and deploying workloads in GKE, EKS, or similar
• CI/CD & Automation – Hands-on experience with CI/CD tools such as Jenkins, GitLab CI, or ArgoCD
• Linux Administration – Strong knowledge of Linux systems and shell scripting
• Networking & Security – Understanding of cloud networking, IAM, firewalls, and security best practices
• Experience troubleshooting production issues in high-scale environments
• Excellent problem-solving skills and ability to work in a fast-paced, collaborative environment

If you’re excited about building scalable infrastructure, improving deployment workflows, and driving DevOps culture, we want to hear from you.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $126000/YR - $203500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

Key Responsibilities

• Value Delivery: Deliver white-glove onboarding and ongoing technical guidance for Managed XSIAM customers
• Collect and analyze customer security data to identify improvement opportunities in detection coverage, alert quality, tenant hygiene, and potential automation use cases
• Advise customers on best practices for alert tuning, data onboarding, and correlation optimization
• Drive continuous improvement in customer security posture and measurable time-to-value outcomes
• Operational Excellence: Manage incoming customer requests, prioritize effectively, and collaborate with the SOC engineering team to ensure timely, high-quality delivery
• Lead customer touchpoints, including onboarding sessions, security reviews, and proactive engagement meetings
• Translate complex detection and response concepts into actionable guidance for diverse audiences
• Collaboration & Enablement: Partner with Unit 42’s SOC engineering, Product, and MDR teams to ensure consistent service quality and cross-functional alignment
• Collaborate with the SOC engineering team to design and implement automation workflows that enhance detection, response, and reporting efficiency
• Champion customer needs internally, advocating for enhancements and escalations where needed
• Contribute to documentation, best practices, and scalable frameworks for the Managed XSIAM service

Preferred Qualifications

• 5+ years of professional experience in Customer Success, Technical Account Management, Security Consulting, Solutions Architecture, or SOC operations (preferably within enterprise cybersecurity or SaaS environments)
• Strong understanding of XDR, SIEM, and SOAR technologies, including incident and alert management, correlation development, and data source onboarding
• Demonstrated experience collaborating with security analysts, engineers, and threat hunters in operational environments
• Excellent communication skills—able to explain complex security concepts clearly to both technical and non-technical audiences
• Analytical mindset with strong problem-solving abilities and sound judgment in prioritizing tasks and managing complex customer needs
• Deep curiosity and a growth mindset—comfortable learning and adapting to evolving technologies and detection methodologies
• Bachelor’s degree in Computer Science, Information Security, or a related field or equivalent military experience

Salary Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $127600/YR - $206500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

This role will directly manage a strategic portfolio of cross-functional CPQ integration initiatives spanning Sales, Finance, Legal, and IT. Success requires a deep partnership with executive business leaders, product management, and technical teams to define and realize the future state of our quoting systems.

The ideal candidate has demonstrated leadership in process design, large-scale system transformation, and defining requirements, with a proven ability to assess "below the line" and "above the line" organizational impacts. You must be comfortable leading through high ambiguity, expertly influencing without direct authority across organizational silos, and making robust, data-driven decisions. Exceptional cross-functional collaboration and executive presence are non-negotiable for success.

Your Impact

A. Strategic Architecture & Planning

• Deconstruct and architect solutions for complex business challenges related to CPQ (e.g., quoting efficiency, order accuracy, integration complexities between CSP and PANW) with a long-term, scalable view.

• Define and structure complex, cross-functional workstreams to solve end-to-end CPQ business problems, moving beyond mere technology implementation.

• Proactively identify and manage critical interdependencies and risks across Sales, Marketing, Channel, Customer Success, Finance, Legal, and IT.

• Establish business outcome-driven milestones and lead indicator KPIs (e.g., quoting cycle time reduction, order processing accuracy, revenue recognition efficiency) that clearly measure value delivery.

• Assess and mitigate end-user (e.g., seller, deal desk, finance) impact and institutionalization requirements globally.

B. Execution & Advanced Program Leadership

• Translate high-level strategic CPQ integration objectives into detailed, iterative execution roadmaps and effectively drive the underlying technical and process sprint plans.

• Proactively eliminate critical blockers and navigate organizational resistance through structured problem-solving and executive-level engagement across business, operations, and IT.

• Communicate crisply and strategically to executive stakeholders via status updates, Steering Committees, and formal presentations, ensuring alignment and decisiveness.

• Expertly influence stakeholders across all functions and levels—building trust and driving accountability across all program contributors.

C. Institutionalization & Enterprise Change Management

• Own the holistic view of change implications across global field teams and internal functions impacted by CPQ integration.

• Directly partner with Sales Enablement, Field Communications, and Operations to design and implement impactful rollout and capability-building plans that ensure adoption.

• Mandate and embed robust change management strategies, including comprehensive process documentation, training structures, and enduring support mechanisms.

D. Value Realization & Continuous Improvement

• Establish governance with Operations and Analytics to rigorously track success metrics and measure financial realization post-implementation.

• Formalize a continuous feedback loop with field users and process owners to drive iteration and ensure future program phases deliver increasing value.

Your Experience

• 8+ years in partner operations, channel operations, or related business operations roles, preferably within a SaaS or high-growth tech company

• Proven success managing partner incentive programs, compensation frameworks, or operational policy implementation across partner ecosystems (resellers, distributors, GSIs, MSSPs, and CSPs)

• Hands-on experience with Salesforce (CPQ, PRM) and inventive management platforms like Varicent. Experience with cloud marketplace private offers is a strong plus.

• Advanced skills in Excel/Google sheets (pivot tables, vlookups, visual storytelling) and Powerpoint/Google Slides

• Demonstrated ability to identify operational gaps, define scalable solutions, and drive cross-functional alignment to implement them

• Deep understanding of governance, compliance requirements, and audit controls related to partner compensation and incentives.

• Strong business acumen and judgment, analytical and problem-solving skills, and ability to structure solutions to complex problems

• Strong communication, collaboration and leadership skills and the ability to effectively partner with all levels of management

• Self-starter, highly motivated with insatiable curiosity to learn about and influence the business

• Works well within a matrixed environment, with ability to manage simultaneous projects with multiple stakeholders, and tight deadlines

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $145,000 - $213,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

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

Your Impact

• Offer expert, hands-on support with deployment, implementation, and troubleshooting of information technology and security solutions and infrastructure
• As a trusted advisor, guide Unit 42 customers through implementing standards and best practices to address identified security gaps
• Partner with the relevant account teams to understand customers’ prior investments in PANW offerings and ensure that recommendations for expansion are presented in a thoughtful and cohesive manner
• Maintain a professional presence and bearing while working with diverse customer contacts, including technical administrators, executives, C-suites, and boards of directors
• Proactively identify and communicate project status, risks and issues with the client contacts and the Unit 42 incident commander and/or engagement leads
• Provide after-hours and weekend on-call coverage as needed to support engagement activities
• Travel as needed to customer locations in North America, often with minimal advance notice, up to 50% of the time
• Other tasks and duties as needed to support the customer and/or business

Your Experience

• Deep understanding of multiple network and endpoint security technologies and solutions (e.g., next-generation firewalls, SASE, SSE, zero trust, identity management, endpoint protection, and data loss prevention), preferably with respective PANW products where applicable
• Expertise with deploying, configuring, and troubleshooting one or more PANW solutions (e.g., NGFW, Prisma Access, Cortex XDR/XSIAM, etc.) a plus
• Engineering and design experience within the following disciplines and topics-
• Active Directory, including domains, forests, and trust relationships
• IP networking, including campus switching and interior and exterior routing protocols
• Large-scale network infrastructure, including effective segmentation strategies
• Minimum of ten years experience in information technology, systems administration, or network administration, with a minimum of three years experience managing security solutions in enterprise environments
• Prior experience in consulting or other client-facing roles preferred
• Ability to remain calm, composed and articulate when dealing with high-pressure situations
• Excellent written and verbal communication skills, including the ability to distill and convey complex technical concepts, findings, and recommendations to client stakeholders who possess varying levels of subject-matter expertise
• Bachelor’s Degree in Information Security, Computer Science, Digital Forensics, Cyber Security, or equivalent years of professional experience or equivalent military experience to meet job requirements and expectations

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $183000/YR - $252000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

** Role is based in our Santa Clara HQ office only with at least 3 days/week in office **

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

Your Impact

• Develop and iterate on the Strategic 3 year Roadmap for scaling the Global Sales organization through identification of the key sales motions, understanding the primary stakeholders in a deal lifecycle, and creating a viewpoint on the goals for the business and required investment
• Lead thoughtful, creative and rigorous analysis (e.g., market sizing, coverage model analysis, business models) to synthesize insights and drive alignment with the senior management on the go forward plan
• Support efforts to achieve sales excellence globally by identifying best practices related to the organizational model, compensation plan, pipe generation activities, approach to renewals, and sales motion
• Support strategic pivotal initiatives to drive both top-line growth and profitability improvement across Cloud & Cortex portfolio and markets
• Closely collaborate with the Operations and Planning teams in various Theaters to drive consistency in the approach for quota setting, performance measurement, territory design, and pipeline management
• Drive change and be willing to wear multiple hats (strategy development, GTM program design, project management and execution) to do what it takes to move from ideation to execution
• Build an expansive internal network to bring all possible expertise and resources to bear on your projects - it is through these relationships, and the knowledge that they bring, that our sales strategy will be impactful

Your Experience

• 4-5 years relevant work experience post MBA with at least 2 years in tier 1 management consulting firms (BCG, McKinsey, Bain)
  • Role is also open to hiring at a lower level depending on a candidate's overall experience and interview performance.
• MBA graduate from a top-tier B- school or similar academic credentials or “direct promote” in Consulting
• Excellent analytical skills with strong attention to detail, experience using reporting and analytics applications preferred, e.g., Salesforce, Tableau, GCP
• Self-starter who thrives in fast-paced, high-growth environments with minimal supervision
• Prior experience in planning, designing, and implementing Sales Improvement solutions at a global scale
• GTM Strategy experience / projects in B2B software industry a must; knowledge of cybersecurity industry is a plus, but not required

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $147,300/YR - $262,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

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

Operational Leadership and Team Management:

• Guide the daily activities of a team of Platinum Support Engineers, ensuring alignment with company goals and objectives. Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency.

• Mentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives.

• Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations.

Technical Oversight and Customer Engagement:

• Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes.

• Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements.

Strategic Collaboration and Accountability:

• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs.

• Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions.

• Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions.

Change and Crisis Management:

• Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support.

• Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models.

Leadership and Management:

• 8+ years in technical support, with at least 2 years experience in a management OR lead role in a high-touch or white-glove support environment

• Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements.

• Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines.

Technical Expertise and Problem Solving:

• Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments.

• Experience in Network and Cloud Security industries, with familiarity in network infrastructure components such as routers, switches, firewalls, and VPN solutions (Checkpoint, Juniper (Netscreen), Fortinet, Cisco).

Collaboration and Communication:

• Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability.

• Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, and Post-Incident Reviews (PIRs).

• Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA). Proficient in conducting trend analysis for proactive support.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing 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 on providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $130600 - $211200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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