Senior Technical Support Engineer - Endpoint Security (Cortex XDR/XSIAM)

As a Senior Technical Support Engineer for Focused Services - XDR at Palo Alto Networks, you will act as a dedicated partner to ensure customer 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 the customer team.

• 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 and drive the implementation of fixes.
• Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures.
• 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.
• Reproduce customer issues in a lab environment to assist developers in resolving technical challenges.

• Bachelor's degree in Engineering, a related technical field, equivalent military experience, or equivalent practical experience.
• Relevant experience in a technical support, systems engineering, or similar role with a focus on customer service.
• Demonstrated experience with endpoint security technologies such as XDR, SOAR, or SIEM.
• Expertise in troubleshooting and debugging applications on Windows, Linux, and macOS operating systems.
• Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits.