Senior Technical Support Engineer
Palo Alto Networks, Inc. (company site, opens in a new tab)4+ yrsBengaluruOn-siteDirect career pageEst. 14–26 LPA
Posted 7h ago
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Job description
Structured overview of role & requirements
About This Role
- Own advanced technical support and escalation management for Cortex XDR/XSIAM products, ensuring customer success and satisfaction.
- Perform complex troubleshooting at application and OS levels (Windows, Linux, macOS) to isolate and resolve issues, including root cause analysis and coordinating corrective actions.
- Collaborate with development and other internal teams, reproduce customer issues in lab environments, and document solutions to enhance product quality and customer experience.
Minimum Requirements
- Bachelor's degree in Engineering, related technical field, equivalent military experience, or equivalent practical experience.
- 4+ years of experience in technical support, systems engineering, or similar customer-facing technical role with a focus on endpoint security technologies (XDR, SOAR, or SIEM).
- Proficiency in troubleshooting Windows, Linux, and macOS operating systems, and strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS).
- No work visa sponsorship available; candidates must be eligible to work without employer sponsorship.
Ideal Candidate Profile
- Experienced in endpoint security technologies, particularly Cortex XDR/XSIAM, with demonstrated ability to handle escalations and root cause analysis.
- Comfortable collaborating cross-functionally with development and support teams to drive issue resolution and product improvements.
- Skilled in reproducing complex customer issues in lab environments and maintaining meticulous documentation, indicating a methodical and detail-oriented approach.