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Sr. Technical Support Engineer, Focused Services - Cortex XSIAM

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Palo Alto Networks Italia

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Location:
United States , Santa Clara

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

103400.00 - 167200.00 USD / Year
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Job Description:

As a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. You will serve our customer base by providing tailored technical support, managing escalations, and conducting weekly reviews and root cause analysis for critical issues. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and stronger cybersecurity.

Job Responsibility:

  • Offer technical support to customers and partners
  • Effectively manage support cases from recording to resolution, including timely follow-ups
  • Conduct fault isolation and root cause analysis for technical issues
  • Author Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review technical content for training, marketing, manuals, and troubleshooting guides
  • Provide configurations, troubleshooting, and best practices to customers
  • Collaborate with the Engineering team to influence product operability
  • Communicate complex technical issues effectively to internal and external stakeholders
  • Travel to customer sites for critical situations, expediting resolutions as needed
  • Provide support that includes mandatory weekend, holiday shift work and on-call support

Requirements:

  • Minimum of 5 years of network security experience along with strong communication and customer service skills
  • Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
  • Analytical troubleshooting skills in Linux, displaying problem-solving abilities
  • Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
  • Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
  • Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
  • Familiarity with SOAR platforms - writing and expanding playbooks using automation and scripting tools.
  • Intermediate expertise in SIEM workflows (dashboards, correlation, and parsing) with a foundational understanding of the broader security stack, specifically Vulnerability Management Systems (VMS) and Network Security/Firewalls
  • Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
  • A bachelor's degree in computer science or related discipline or equivalent military experience required

Nice to have:

  • Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch)
  • Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets

Additional Information:

Job Posted:
April 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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