Senior Technical Support Engineer, Palo Alto Networks
Focused Services, Cortex XSIAM
Leading cybersecurity protections and software platform
Be an early applicant
Leading cybersecurity protections and software platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To be the cybersecurity partner of choice, protecting our digital way of life.
Role
Who you are
- 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
- Fluent English is mandatory / Spanish or French or German are an advantage
What the job involves
- We are looking for a highly motivated and customer-focused professional
- As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements
- 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
- 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
Our take
With cyber threats evolving at lightening speed, businesses need robust solutions to protect their data and infrastructure. And the global cybersecurity market is projected to grow significantly, driven by increasing cyberattacks and the adoption of digital transformation initiatives. Because of this, companies are seeking security platforms that can address these challenges efficiently.
That's where Palo Alto Networks steps in, a frontrunner in the cybersecurity arena. It offers a suite of AI-powered security solutions designed to safeguard enterprises across various sectors. Its platforms, such as Cortex XSIAM and Prisma AIRS, integrate advanced threat detection, zero trust architecture, and real-time response capabilities so organizations are ready to manage and mitigate risks.
Its leadership is evident too, with impressive growth and strategic partnerships. Recently the company surpassed $1.5M in sales through the Google Cloud Marketplace, highlighting the demand for its innovative security solutions. Additionally, a collaboration with AT&T aims to enhance cybersecurity offerings, further solidifying its position in the market.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Sep 2022
$34m
SERIES A
May 2022
$11m
SEED
Total funding: $45m
Company benefits
- Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
- Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
- Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
- Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
- Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
- Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day. Life at Palo Alto Network
Company HQ
Santa Clara, CA
Leadership
Nikesh Arora
(CEO & Chairman)Previously the President and COO at SoftBank, CBO at Google, and CMO at T-Mobile.
Nir Zuk
(Founder & CTO)Previously CTO at NetScreen Technologies, which was acquired by Juniper Neworks in 2004. They also co-founded OneSecure where they served as CTO and was the Principal Engineer at Check Point Software Technologies.
Lee Klarich
(CPO)Initially joined Palo Alto in 2006 as the EVP of Product Management and became CPO in 2018. Prior to this, they were the Director of Product Management at Juniper Networks and a Product Line Manager at NetScreen Technologies.
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