Full-Time Snr. Technical Support Engineer, Cortex XSIAM (Security)
Palo Alto Networks is hiring a remote Full-Time Snr. Technical Support Engineer, Cortex XSIAM (Security). The career level for this job opening is Experienced and is accepting London, United Kingdom based applicants remotely. Read complete job description before applying.
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Palo Alto Networks
Job Title
Snr. Technical Support Engineer, Cortex XSIAM (Security)
Posted
Career Level
Full-Time
Career Level
Experienced
Locations Accepted
London, United Kingdom
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Job Details
Your Career
As a highly motivated and customer-focused Technical Support Engineer for our global Cortex XSIAM Focused Services team, you'll be at the forefront of delivering world-class support.
Your Impact
- Deliver a tailored customer experience by working closely with Technical Account Managers to understand clients' business goals and technical environments, with a focus on risk mitigation and network resilience
- Proactively identify and resolve risks, partnering with engineering teams to reproduce complex issues and drive permanent solutions
- Respond to user-reported issues in line with established Service Level Agreements (SLAs), ensuring timely and effective resolution
- Triage and manage technical inquiries through ticketing systems, phone calls, and remote sessions.
- Perform deep-dive troubleshooting at the application and operating system levels using your advanced technical expertise
- Diagnose root causes across code, configuration, or environment, and collaborate cross-functionally to implement fixes
- Provide actionable feedback to product and development teams based on customer-reported issues.
- Maintain clear, detailed documentation to support internal teams and enhance the customer support experience
- Lead or support root cause investigations, driving implementation of corrective and preventative actions to avoid recurrence
Your Experience
- 4+ years of experience as a Support Engineer, demonstrating a strong customer-centric approach.
- Previous experience with Endpoint Security software is required.
- In-depth SIEM experience:
- A deep understanding of how SIEMs work
- Experience creating custom collections and data parsing
- Proficiency in creating complex correlation rules, reports, and dashboards
- Experience with SIEM integration and implementation.
- Hands-on experience working with EDR tools
- Solid networking knowledge, with the ability to independently debug broad, complex, and unique environments with mixed applications and protocols
- Experience with Windows OS, macOS, and Linux-based applications (installation, troubleshooting, debugging)
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
- Exceptional written and verbal communication skills
- Strong customer advocacy skills and proven experience navigating challenging customer situations effectively
Highly Valued Skills (Bonus Points For)
- Knowledge of Cloud infrastructure.
- Experience in incident response.
- Proficiency with scripting.
- Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange).
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Snr. Technical Support Engineer, Cortex XSIAM (Security) at Palo Alto Networks is
15th of August 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
London, United Kingdom
] applicants. .
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