Palo Alto Sr Technical Support Engineer Focused Services 

United Kingdom, England, London 

742146654

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

Your Career

Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions – and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions – and you don’t wait for those issues to escalate from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.

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) implementing the fix

• Provide timely feedback into 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

• Previous experience with Endpoint Security software is required

• SIEM experience, including -

  • Deep understanding of how SIEMs works

  • Experience in creating custom collections and data parsing

  • Experience in creating complex correlation rules, reports and dashboard

  • Experience in integration and implementation of SIEMs

• Experience working with EDR tools

• Experience with strong communication and customer service skills

• Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols

• Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)

• 4+ years of experience as a Support Engineer

• Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.

• Excellent written and verbal communication skills

• Strong customer advocacy skills and experience, ability to work in difficult customer situations

• Knowledge of Cloud infrastructure a plus

• Experience in incident response a plus

• Experience with scripting a plus

• Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus.

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

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

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 $xxx/yr - $xxx/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.