Sr. Technical Support Engineer, Focused Services
BengaluruFull-time5–9 yrsPosted over a month ago
Senior IT support role at Palo Alto Networks (india) Technologies in Bengaluru. Needs 5+ years and a B.Sc, B.Tech or B.E..
About the role
As a Technical Support Engineer for Cortex XSOAR, you will be a key member of our global support team, dedicated to providing a world-class customer experience. You will leverage your technical expertise to resolve complex issues, manage escalations, and serve as a trusted advisor for our customers, ensuring they maximize the value of our security orchestration and automation platform.
What you'll do
- Respond to and resolve customer-reported issues via tickets, phone, and remote sessions, adhering to established service level agreements
- Perform advanced application and OS-level troubleshooting to diagnose complex technical problems in customer environments
- Proactively collaborate with engineering and other teams to identify the root cause of faults (code, environment, configuration) and assist in implementing fixes
- Challenge curiously by providing timely and detailed feedback to the development team on customer-reported product issues to drive product improvement
- Meticulously document all troubleshooting steps and customer interactions to ensure clear communication and knowledge sharing
What you need
- Troubleshooting
- Linux
- Firewalls
- SIEM
- Vulnerability assessment
- Python
Good to have
- JavaScript
- PowerShell
- Root cause analysis