Sr. Technical Support Engineer, Focused Services

Job Summary Your Career As a Senior Technical Support Engineer for Focused Services - XDR, you will be a dedicated partner to our customers, ensuring their success with our Cortex XDR products. You will leverage your deep technical expertise to proactively mitigate risks, troubleshoot complex issues, and provide personalized support as a virtual member of their team. This role is pivotal in managing escalations, performing root cause analysis, and collaborating with internal teams to drive swift resolutions and enhance the customer experience. Key Responsibilities 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. Your Impact [Input by recruiter and audited by recruiting specialist] Qualifications Your Experience 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 mac OS operating systems. Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits. Preferred Qualifications Experience with bash or Python scripting for automation and analysis. Knowledge of cloud infrastructure (e.g., AWS, Azure, GCP) and VDI environments (e.g., VMware, Citrix). Experience with additional security tools like Antivirus, DLP, IPS, and NAC. Experience troubleshooting Android OS based applications. Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position. Please use this form to provide us with information that will help direct your request and find your data in all of our systems