Job Title

Our MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.Who We AreWe take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!Job DescriptionYour CareerAs a highly motivated and customer-focused Technical Support Engineer for our global Cortex XSIAM Focused Services team at Palo Alto Networks, you'll be at the forefront of delivering world-class support. We're recognized as an industry leader for our "first-class support" methodology, and you'll be instrumental in upholding this standard.You’ll provide dedicated technical support, handling incoming inquiries, escalations, phone calls, and emails efficiently and effectively, all while adhering to our defined Service Level Agreements. You won't just react to issues; you'll proactively seek out complex problems and find their resolutions before they escalate from our clients.Your ImpactDeliver 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 resilienceProactively identify and resolve risks, partnering with engineering teams to reproduce complex issues and drive permanent solutionsRespond to user-reported issues in line with established Service Level Agreements (SLAs), ensuring timely and effective resolutionTriage 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 expertiseDiagnose root causes across code, configuration, or environment, and collaborate cross-functionally to implement fixesProvide 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 experienceLead or support root cause investigations, driving implementation of corrective and preventative actions to avoid recurrenceQualificationsYour ExperienceMandatory Requirements