Senior Technical Support Engineer - Platinum Cortex XSIAM Plano

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

• Location:
  
  Plano (Hybrid)

• Duration: 12 Months

Your Career:

You will work firsthand with our valued customers to address their complex post–sales concerns where analysis of situations or data requires an in–depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non–technical and technical professionals.

You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

We are looking for a highly motivated and customer–focused professional. As part of the global Cortex 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.

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 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

Your Experience

• 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 or IOS based applications (Installation, troubleshooting, Debugging) is a plus

• 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

• Experience with batch scripting and Python is a plus

• 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 Xen App, and Xen Desktop) is a plus

Additional information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical…