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

Senior Technical Support Engineer responsible for ensuring customer success with Palo Alto Networks Cortex XDR products. Works closely with customers and internal teams to troubleshoot complex endpoint security issues, perform root‑cause analysis, and drive timely resolution of escalations. Requires deep technical expertise across multiple operating systems and Microsoft environments, and a strong focus on proactive customer engagement.

• 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 with development and other teams to identify fault areas (code, environment, configuration) and drive implementation of fixes.
• Facilitate comprehensive root cause investigations and manage 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 in tracking systems and account‑specific repositories to ensure alignment and knowledge sharing.
• Reproduce customer issues in a lab environment to assist developers and provide timely product feedback.

• Bachelor’s degree in Engineering or a related technical field.
• Experience in technical support, systems engineering, or a similar role with a customer‑service focus.
• 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.