Sr. Technical Support Engineer, Focused Services -XDR @ Palo Alto Networks

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in tracking systems and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues.

Your Impact

• Respond to user-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) to implement 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

• BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
• 6-8 years of relevant experience with strong communication and customer service skills
• Required experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
• Endpoint security technologies experience (XDR, SOAR, SIEM, etc.)
• 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, and firewalls

Good to have skills:

• Experience with bash scripting OR Python is a plus
• Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Knowledge of Cloud infrastructure is a plus
• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus.