Technical Support Engineer (Cortex XDR) Job at Palo Alto Networks Italia (Tel Aviv)

Sr. Technical Support Engineer, Focused Services, Cortex XDR

As a designated customer advocate under Focused Services, you will work firsthan...

Location

United States , Santa Clara

Salary:

103400.00 - 167200.00 USD / Year

Palo Alto Networks Italia

Expiration Date

Until further notice

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

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

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

As a Senior Technical Support Engineer for Focused Services - XDR, you will be a...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

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

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

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

Location

Australia , North Sydney

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

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

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

Sr. Technical Support Engineer, Focused Services

As a Senior Technical Support Engineer for Focused Services - XDR, you will be a...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

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

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

Security Engineer - Focused Services (Cortex)

You will work firsthand with our valued customers to address their complex post-...

Location

Israel , Tel Aviv

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

4+ years of deep technical knowledge and technical support with a strong customer focus or related experience
Experience with automation and orchestration concepts, including scripting, API usage, and workflow design
experience with SOAR platforms such as Cortex XSOAR – advantage
Proficiency with SIEM and analytics platforms such as IBM QRadar, Splunk, ArcSight, FortiSIEM, Trellix, and Cortex XSIAM, including parsing, correlation, data modeling, and dashboard development
Hands-on experience deploying and supporting Endpoint security technologies and solutions, including EDR/XDR, SOAR, and SIEM platforms. (Palo Alto Cortex XDR, McAfee Endpoint Security, Data Loss Prevention (DLP), CrowdStrike, and Symantec products)
Strong scripting and automation skills using Python, Bash, and Powershell
Experience building queries, correlations, detections, and dashboards in SIEM or analytics platforms
Understanding of security detections, alerting, incident response workflows, and threat analysis methodologies, including familiarity with MITRE ATT&CK
Experience investigating issues and incidents across network, endpoint, cloud, and identity domains, with the ability to identify root cause and reduce false positives
Strong knowledge of networking technologies and protocols, including DNS, IP routing, SSH, FTP, HTTP/HTTPS, email routing, and Internet security

Job Responsibility

Provide customers on-site support, deployment and implementation, knowledge transfer, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Provide post sales technical support, while handling support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Work to reproduce customer issues and qualify critical issues
Publish Technical Support Bulletins and other user documentation in the Knowledge Base
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc
Provide on-call support 24x7 on an as needed basis
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Work shoulder to shoulder with the Sales and Sales Engineering Teams

Fulltime

New

Domain Consultant Cortex

Your Career As a Domain Consultant for SOC Transformation you will be the expert...

Location

Morocco , Casablanca

Salary:

Not provided

Palo Alto Networks

Expiration Date

Until further notice

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
Native Arabic and French, strong English are must-have

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

Domain Consultant, Cortex

As a Domain Consultant for SOC Transformation you will be the expert for our Cor...

Location

South Korea , Seoul

Salary:

Not provided

Palo Alto Networks

Expiration Date

Until further notice

Requirements

8+ 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 as a highly successful technical expert within Palo Alto or similar role
Experience in working with senior management to establish strategic plans and objectives
Experience in working with customers, demonstrating problem-solving skills and a can-do attitude
Solid understanding of Security Operations Center processes
Expert knowledge of SIEM and/or SOAR solutions
Scripting experience is a plus - Python preferred
Proficient in English

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

Domain Consultant 1

As a Domain Consultant for SOC Transformation you will be the expert for our Cor...

Location

United States , California

Salary:

Not provided

Palo Alto Networks

Expiration Date

Until further notice

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
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

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
Discuss and highlight product alignment with customer requirements and differentiation
Architect solutions to help 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 customers build and develop further their services around Cortex solutions

Fulltime

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Technical Support Engineer (Cortex XDR)

Job Description

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