Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Sr. Technical Support Engineer, Cortex XSIAM Focused Services (Security Clearance Required) role.

Rezi rewrites your resume against Palo Alto Networks's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Sr. Technical Support Engineer, Cortex XSIAM Focused Services (Security Clearance Required) posting at Palo Alto Networks — free, in seconds.

About the Role

Serve our customer base by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails effectively and efficiently within defined service level agreements. Work with technical account managers to personalize customer experiences, understand client business objectives and technical environments, and mitigate risks and resolve technical issues.

Responsibilities

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
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

Requirements

Previous experience with Endpoint Security software is required
Eligibility for a UK Clearance
SIEM experience: Deep understanding of how SIEMs works
Experience in creating custom collections and data parsing
Experience in creating complex correlation rules, reports and dashboard
Experience in integration and implementation of SIEMs
Experience working with EDR tools
Experience with strong communication and customer service skills
Required 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, along with ability to work in difficult customer situations
Fluent English is mandatory
Spanish/ French/ German are an advantage

Skills

Endpoint Security software
SIEM
EDR tools
Networking
Windows OS
MacOS
Linux
Kubernetes
GCP
AWS
Cloud infrastructure
Incident response
Scripting
MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange)

Location

Remote

Work Type

Remote
Full-time

Experience Level

4+ years of experience as a Support Engineer

About the Company

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life.
We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking.
Everyone has a voice, and every idea counts.
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.
Our values: Disruption, Collaboration, Execution, Integrity, and Inclusion.
We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
We believe collaboration thrives in person.
Most of our teams work from the office full time, with flexibility when it’s needed.
This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together.
You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
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.

Equal Opportunity

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.
All your information will be kept confidential according to EEO guidelines.