Sr Technical Support Engineer Cortex XDR
Company: Palo Alto Networks
Location: Plano
Posted on: February 21, 2021
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Job Description:
Company DescriptionCompany DescriptionAt Palo Alto Networks
everything starts and ends with our mission: Being the
cybersecurity partner of choice, protecting our digital way of
life. We are a company built on the foundation of challenging and
disrupting the way things are done, and we are looking for
innovators who are as committed to shaping the future of
cybersecurity as we are.Job DescriptionYour CareerYou will work
firsthand with our valued customers to address their complex
post-sales concerns where analysis of situations or data requires
an in-depth evaluation of many factors. You're a critical thinker
in understanding the methods, techniques, and evaluation criteria
for obtaining results. You'll enjoy networking with key contacts
outside your own area of expertise, with a strong capability of
detailing difficult technical issues to both non-technical and
technical professionals.You will regularly participate in technical
discussions with multi-functional teams, creating an environment of
transparency that ultimately leads to better products, better
working environments, and better cybersecurity. Your quick thinking
and support to our clients provides the fast assistance they need
to keep their environments secure - which means you'll need to move
quickly, thoughtfully, and provide technical assistance as needed
(often, in high pressure situations).Your Impact* Provide Technical
Support to customers and partners* Provide technical services
include writing scripts, troubleshooting and best practices to
customers* Manage support cases to ensure issues are recorded,
tracked, resolved, and follow-ups are completed in a timely manner*
Provide fault isolation and root cause analysis for technical
issues* Publish Technical Support Bulletins and other technical
documentation in the Knowledge Base* Review of technical
documentation for training materials, technical marketing
collateral, manuals, troubleshooting guides, etc.* Travel to
customer sites in the event of a critical situation to expedite
resolution as required* Provide on-call support 24x7 on an as
needed basisYour Responsibilities* Provide Technical Support to
customers and partners* Provide configurations, troubleshooting and
best practices to customers* Managing support cases to ensure
issues are recorded, tracked, resolved, and follow ups are done in
a timely manner* Provide fault isolation and root cause analysis
for technical issues* Publish Technical Support Bulletins and other
technical documentation in the Knowledge Base* Review and
development of technical documentation for training materials,
technical marketing collateral, manuals, troubleshooting guides,
etc.* Travel may be required to customer sites in the event of a
critical situation to expedite resolution* Participate in regular
weekend on-call rotation and provide after-hours support on an
as-needed basisQualificationsYour Experience* 5+ years of related
experience* Required experience with supporting end point software
products* Required strong experience with Windows OS based
applications (Installation, troubleshooting, Debugging)* Strong
experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL,
IIS)* Experience with end point security software is a plus
(Antivirus, DLP, IPS, NAC)* Experience with Security is a plus
(IPSEC / SSL-VPN / NAT / GRE)* Experience with batch scripting is a
plus* Strong ability to independently debug broad, complex, and
unique environments with mixed applications and protocols
requiredAdditional InformationOur CommitmentWe're trailblazers that
dream big, take risks, and challenge cybersecurity's status quo.
It's simple: 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 [email protected]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.
Keywords: Palo Alto Networks, Plano , Sr Technical Support Engineer Cortex XDR, Engineering , Plano, Texas
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