Palo Alto Sr Technical Support Engineer Focused Services -XDR 

India, Karnataka, Bengaluru 

643844198

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.