Senior Technical Support Engineer
BengaluruFull-time4–7 yrsPosted 1 week ago
Mid-level IT support role at Palo Alto Networks (india) Technologies in Bengaluru. Needs 4+ years and a B.Tech or B.E..
About the role
As a Senior Technical Support Engineer for Focused Services - XDR/XSIAM, you will be a dedicated partner to our customers, ensuring their success with our Cortex XDR/XSIAM products. You will leverage your deep technical expertise to proactively mitigate risks, troubleshoot complex issues, and provide personalized support as a virtual member of their team.
What you'll do
- Respond to and triage user-reported issues via ticketing system, phone, or remote sessions, adhering to established Service Level Agreements
- Perform advanced, multi-level troubleshooting at the application and OS level to isolate and resolve complex technical problems
- Collaborate effectively with development and other teams to identify fault areas (code, environment, configuration) and drive the implementation of fixes
- Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures to prevent future occurrences
- Proactively engage with customers to address Cortex XDR technical needs and provide escalation management for enterprise deployment issues
What you need
- Troubleshooting
- Windows
- Linux
- SIEM
- SQL Server
- Ticketing tools
Good to have
- VMware
- AWS
- GCP
- DLP
- Bash
- Python