Sr. Technical Support Engineer, Focused Services Cortex XSIAM (Security Clearance Requested), London
Location:
London, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Description:
Our Mission
At 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 Are
We 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 contribute to our collective success. Our values were crowdsourced by employees and are brought to life through each of us every day - from disruptive innovation and collaboration to execution. From showing up for each other with integrity to creating an environment where we all feel included.
Your Career
We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, 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 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) implementing the fix
* Provide timely feedback into 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
Qualifications
* Previous experience with Endpoint Security software is required
* SIEM experience, including:
o Deep understanding of how SIEMs work
o Experience in creating custom collections and data parsing
o Experience in creating complex correlation rules, reports, and dashboards
o Experience in integration and implementation of SIEMs
* Experience working with EDR tools
* Strong communication and customer service skills
* Basic networking knowledge - 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)
* 4+ years of experience as a Support Engineer
* Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
* Excellent written and verbal communication skills
* Strong customer advocacy skills and experience, ability to work in difficult customer situations
* Knowledge of Cloud infrastructure a plus
* Experience in incident response a plus
* Experience with scripting a plus
* Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) 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.
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. We can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
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