CrawlJobs Logo

Technical Support Engineer (Cortex XDR)

paloaltonetworks.it Logo

Palo Alto Networks Italia

Location Icon

Location:
Israel , Tel Aviv

Category Icon
Category:
IT - Software Development

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

We are looking for a highly motivated and customer-focused professional. As part of the Tier 3 Cortex XDR 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.

Job Responsibility:

  • Respond to customer-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), characterizing and implementing the fix
  • Provide timely feedback on 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

Requirements:

  • Strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
  • Experience understanding malware, exploits, operating system structure, and behavior
  • Experience with Android OS based applications (Installation, troubleshooting, Debugging)
  • Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
  • Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)
  • Knowledge of SIEM, vulnerability management tools
  • Understand complex, unique network environments with mixed applications and protocols, Knowledge of Cloud infrastructure
  • Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop)
  • Experience with strong communication and customer service skills
  • 4+ years of relevant experience with strong communication and customer service skills
  • Excellent written and verbal communication skills, English (B2 Upper Intermediate level)

Nice to have:

Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Palo Alto Networks Italia - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Technical Support Engineer (Cortex XDR)

Sr. Technical Support Engineer, Focused Services, Cortex XDR

As a designated customer advocate under Focused Services, you will work firsthan...
Location
Location
United States , Santa Clara
Salary
Salary:
103400.00 - 167200.00 USD / Year
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of relevant support experience
  • Experience with supporting EndPoint software products (Antivirus, DLP, IPS, NAC)
  • Strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
  • Experience with Android OS based applications (Installation, troubleshooting, Debugging)
  • Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
  • Experience understanding malware, exploits, operating system structure and behavior
  • Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required
  • A bachelor's degree in computer science or related discipline or equivalent military experience required
Job Responsibility
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
  • Fulltime
Read More
Arrow Right
New

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

Location
Location
Australia , North Sydney
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of related experience
  • Required experience with supporting end point software products
  • Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
  • Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
Job Responsibility
Job Responsibility
  • Provide Technical Support to customers and partners
  • Provide technical services include writing scripts, troubleshooting and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support for weekend and public holiday on an as needed basis
  • Fulltime
Read More
Arrow Right

Sr. Technical Support Engineer, Focused Services

As a Senior Technical Support Engineer for Focused Services - XDR, you will be a...
Location
Location
India , Bengaluru
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Engineering, a related technical field, equivalent military experience, or equivalent practical experience
  • 4+ years of 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
Job Responsibility
Job Responsibility
  • 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 (code, environment, configuration) and drive the implementation of fixes
  • Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures to prevent future occurrences
  • 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 to ensure alignment and knowledge sharing
  • Reproduce customer issues in a lab environment to assist developers in resolving technical challenges and provide timely product feedback
  • Fulltime
Read More
Arrow Right

XSIAM Endpoint Engineer

The Cortex XSIAM Endpoint Engineer is a specialized technical role within the Pr...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven experience with endpoint security solutions (EDR/XDR), specifically with agent deployment, policy management, and troubleshooting
  • Hands-on experience with Cortex XDR is highly desirable
  • Direct experience with Cortex XSIAM, particularly in agent migration from XDR to XSIAM, is a strong plus
  • Strong understanding of endpoint operating systems (Windows, Linux, macOS) and their security configurations
  • Familiarity with SOC operations and how endpoint data is used for threat hunting, investigation, and response
  • Knowledge of scripting for agent deployment and management is an asset
  • Experience in a customer-facing, consultative role, such as professional services, technical account management, or solutions architecture
  • Strong analytical and problem-solving skills to navigate complex agent migration and policy-tuning challenges
  • Excellent communication skills, with the ability to manage stakeholder expectations and collaborate effectively with customer endpoint teams
  • Ability to work effectively as part of a distributed project team to drive successful customer outcomes
Job Responsibility
Job Responsibility
  • Lead and execute the migration of endpoint agents from Cortex XDR or legacy EDR platforms to Cortex XSIAM
  • Develop and implement a phased agent rollout plan to ensure a smooth transition with minimal disruption
  • Create migration plans for moving agents and assist in updating the customer's architecture diagrams to reflect the new XSIAM endpoint traffic flow
  • Perform agent compatibility checks against various endpoint OS versions and conduct pilot validations before mass rollouts
  • Analyze the customer's existing XDR policies, profiles, and configurations to plan a successful migration to Cortex XSIAM
  • Implement and fine-tune endpoint security policies, profiles, and exception rules within the XSIAM console to align with customer security objectives
  • Manage global allow/block lists, exceptions, and other endpoint-specific configurations post-migration
  • Recreate and apply configurations such as tags and exception profiles for different operating systems (e.g., Windows, Linux, macOS) in the unified XSIAM tenant
  • Ensure endpoint agents are healthy and managed centrally post-migration
  • Collaborate with the customer's SOC and endpoint teams to tune alerts, validate security posture, and reduce alert fatigue
Read More
Arrow Right
New

Manager, Consulting Services (Cloud & Cortex)

As a Manager of Technical Services for Cloud & Cortex in Japan, you will lead a ...
Location
Location
Japan , Chiyoda, Tokyo
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years of experience in technical services, professional services, customer success or related functions within a high-growth Cyber Security / Cloud Security enterprise environment
  • 3 years in a leadership role building high-performing teams
  • Proven understanding of technical concepts such as cyber security, cloud security, endpoint, log management, products, and implementation strategies (e.g., XDR, SIEM, CNAPP)
  • Demonstrated success in managing performance against KPIs related to deployment, adoption, margin, utilization, and CSAT
  • Deep understanding of the Japanese enterprise market and business culture
  • Native-level Japanese and business-level English required
Job Responsibility
Job Responsibility
  • Lead and oversee all post-sales technical service delivery in Japan, ensuring high-quality execution for Palo Alto Networks’ Cloud & Cortex products
  • Drive customer value realization by overseeing the execution of the company’s best practices, the company’s framework, ensuring clients achieve progressive milestones
  • Act as the single point of accountability for technical services for Cloud & Cortex products, proactively collaborating with GCS, Sales, Product, Engineering, and Partner teams to ensure alignment and delivery of business outcomes
  • Build and develop a high-performing team of technical professionals by hiring, mentoring, and managing performance
  • Ensure consistent service excellence and long-term customer retention by governing recurring engagement workstreams, including monthly syncs and quarterly service reviews (QSRs), to align technical delivery with evolving business goals
  • Drive and achieve business and operational objectives: Reduce Time to Value (TTV) and Time to Deploy (TTD) by accelerating deployment and adoption timelines
  • Contribute to Service Sales Growth by enabling scalable, value-driven technical offerings
  • Achieve global target service margin ratios through delivery efficiency and cost control
  • Maintain consistently high utilization of PS consultants through optimal planning and backlog management
  • Design and maintain the best resource mix across FTEs and contractors, maximizing quality and agility
  • Fulltime
Read More
Arrow Right

Domain Consultant 2 (Presales) - Cortex

As a Domain Consultant for SOC Transformation you will be the expert for our Cor...
Location
Location
Germany , Munich
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in Security Operations or presales/ sales engineering within SIEM, SOAR, SOC, and/or endpoint environments
  • Solid understanding of Security Operations Center processes
  • Experience working with customers, with a client-centric approach and problem solving skills
  • Scripting experience is a plus - Python preferred
Job Responsibility
Job Responsibility
  • Collaborate with account teams to recommend and develop customer solutions within your assigned specialization area
  • Present to customers as our expert at all levels in the customer hierarchy, from practitioner to senior leadership
  • Lead and support customer demonstrations that showcase our unique value proposition
  • Scope and Lead Proof of Value (PoV) projects for prospective customers based on best practices to ensure technical win in your assigned opportunities
  • Drive high technical validation and PoV win rates within your assigned specialization area
  • Architect solutions that will help our customers strengthen and simplify their security posture
  • Accelerate technical validation of proposed solutions within your specialization
  • Document High-Level Design and Key Use Cases to ensure proper implementation and value realization of Palo Alto Networks Solutions
  • Help our customers build and develop further their services around Cortex solutions
  • Lead conversations about industry trends and emerging changes to the security landscape
  • Fulltime
Read More
Arrow Right

Domain Consultant

As a Domain Consultant, you will be the expert for our Cortex portfolio, a Next-...
Location
Location
Australia , North Sydney
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 6+ years experience in Security Operations or pre-sales/sales engineering within SIEM, SOAR, SOC, and/or XDR/EDR environments
  • Experience in working with customers, demonstrating problem-solving skills and a can-do attitude
  • Solid understanding of Security Operations Center processes
  • Advanced knowledge of SIEM and/or SOAR solutions
  • This is a field sales position where travel requirements may be required to support in person customer meetings, please discuss with the recruiter on the specifics for this position.
  • Proficient in English
Job Responsibility
Job Responsibility
  • Collaborate with account teams to recommend and develop customer solutions within your assigned specialization area
  • Present to customers as our expert at all levels in the customer hierarchy, from practitioner to senior leadership
  • As the main technical point of contact for Cortex, you will assist and collaborate to respond effectively to RFIs/RFPs.
  • Lead and support customer demonstrations that showcase our unique value proposition
  • Scope and lead Proof of Value (PoV) projects for prospective customers and partners based on best practices to ensure technical win in your assigned opportunities
  • Drive high technical validation and PoV win rates within your assigned specialization area
  • Responsible for discussing and highlighting product alignment with customer requirements and differentiation
  • Architect solutions that will help our customers strengthen and simplify their security posture
  • Document High-Level Design and Key Use Cases to ensure proper implementation and value realization of Palo Alto Networks Solutions
  • Help our customers build and develop further their services around Cortex solutions
  • Fulltime
Read More
Arrow Right

Domain Consultant

As a Domain Consultant, you will be the expert for our Cortex portfolio, a Next-...
Location
Location
Australia , North Sydney
Salary
Salary:
Not provided
paloaltonetworks.com Logo
Palo Alto Networks
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 6+ years experience in Security Operations or pre-sales/sales engineering within SIEM, SOAR, SOC, and/or XDR/EDR environments
  • IBM QRadar design, deployment, and/or pre-sales experience highly desirable
  • Experience in working with customers, demonstrating problem-solving skills and a can-do attitude
  • Solid understanding of Security Operations Center processes
  • Advanced knowledge of SIEM and/or SOAR solutions
  • Scripting experience is a plus - Python preferred
  • Proficient in English
Job Responsibility
Job Responsibility
  • Collaborate with account teams to recommend and develop customer solutions within your assigned specialization area
  • Present to customers as our expert at all levels in the customer hierarchy, from practitioner to senior leadership
  • As the main technical point of contact for Cortex, assist and collaborate to respond effectively to RFIs/RFPs
  • Lead and support customer demonstrations that showcase our unique value proposition
  • Scope and lead Proof of Value (PoV) projects for prospective customers and partners based on best practices to ensure technical win in your assigned opportunities
  • Drive high technical validation and PoV win rates within your assigned specialization area
  • Responsible for discussing and highlighting product alignment with customer requirements and differentiation
  • Architect solutions that will help our customers strengthen and simplify their security posture
  • Document High-Level Design and Key Use Cases to ensure proper implementation and value realization of Palo Alto Networks Solutions
  • Help our customers build and develop further their services around Cortex solutions
  • Fulltime
Read More
Arrow Right