Sr. Technical Support Engineer, Focused Services, Cortex XDR
Welcome to Palo Alto Networks, the global leader in cybersecurity solutions. We are seeking a motivated and experienced Sr. Technical Support Engineer to join our Focused Services team and help us protect our customers from cyber threats. As a part of our Cortex XDR team, you will play a crucial role in providing technical support for our cutting-edge security platform. If you have a passion for solving complex technical issues and a drive to continuously improve and innovate, we want you on our team. Join us and be a part of our mission to secure the digital way of life.
- Provide technical support for Palo Alto Networks' cutting-edge security platform, specifically focusing on the Cortex XDR team.
- Troubleshoot and resolve complex technical issues related to cybersecurity for our global customer base.
- Act as a subject matter expert for the Cortex XDR platform and other related products.
- Collaborate with cross-functional teams, including engineering and product management, to identify and resolve customer issues.
- Create and maintain technical documentation and knowledge base articles for customer reference.
- Continuously learn and stay updated on the latest cybersecurity trends, tools, and techniques.
- Act as a mentor and provide guidance to junior technical support engineers.
- Proactively identify and suggest improvements to enhance the customer experience and drive customer satisfaction.
- Participate in on-call rotations and handle urgent support requests as needed.
- Conduct training sessions and workshops for customers and internal teams on the Cortex XDR platform.
- Maintain a high level of professionalism and customer service while interacting with customers.
- Take ownership of customer issues and ensure timely and effective resolution.
- Collaborate with sales teams to identify opportunities for upselling and cross-selling of additional products and services.
- Participate in product testing and provide feedback to the product development team.
- Adhere to company policies and procedures, including security protocols and confidentiality agreements.
Extensive Experience In Supporting And Troubleshooting Network Security Products, Specifically With Palo Alto Networks Technologies.
Proficiency In Endpoint Detection And Response (Edr) Solutions, Such As Cortex Xdr, And The Ability To Effectively Resolve Complex Technical Issues.
In-Depth Knowledge Of Operating Systems, Networking Protocols, And Security Concepts, With A Strong Understanding Of The Latest Security Threats And Attack Vectors.
Excellent Communication And Customer Service Skills, With The Ability To Effectively Communicate Technical Concepts To Non-Technical Stakeholders.
Relevant Industry Certifications, Such As Pcnse, Cissp, Or Ccna, Demonstrating A High Level Of Technical Expertise And Dedication To Continuous Learning And Development.
Virtualization
Troubleshooting
Network Security
customer service
Cloud Computing
Firewall configuration
Incident response
cybersecurity
Malware analysis
Endpoint Protection
System Administration
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
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Palo Alto Networks, Inc. an American multinational cybersecurity company with headquarters in Santa Clara, California. Its core products are a platform that includes advanced firewalls and cloud-based offerings that extend those firewalls to cover other aspects of security.
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