Palo Alto Networks · 4 hours ago
Sr. Technical Support Engineer, Focused Services, XSIAM
Santa Clara, CA
Full-time
Onsite
Senior Level
$108K/yr - $162K/yrPalo Alto Networks is dedicated to being the cybersecurity partner of choice, aiming to protect the digital way of life. As a Senior Technical Support Engineer, you will engage with customers to address complex post-sales issues, provide tailored support, and contribute to technical discussions for product improvement. Your role will involve fault isolation, root cause analysis, and collaboration with cross-functional teams to enhance cybersecurity solutions.
Cloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Offer technical support to customers and partners
Effectively manage support cases from recording to resolution, including timely follow-ups
Conduct fault isolation and root cause analysis for technical issues
Author Technical Support Bulletins and other technical documentation in the Knowledge Base
Review technical content for training, marketing, manuals, and troubleshooting guides
Travel to customer sites for critical situations, expediting resolutions as needed
Provide configurations, troubleshooting, and best practices to customers
Collaborate with the Engineering team to influence product operability
Participate in weekend on-call rotation and provide after-hours support as required
Communicate complex technical issues effectively to internal and external stakeholders
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change
Qualification
Required
Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
Analytical troubleshooting skills in Linux, displaying problem-solving abilities
Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
Familiarity with SOAR platforms - writing new and expanding new playbooks using automation and scripting tools
Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
Exposure to SIEM, vulnerability management tools, and firewalls
Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
Comfortable collaborating across diverse cross-functional teams with open communication
Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
A bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous)
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
Founded in 2005
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (484)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
2025-12-30
2025-12-30
2025-12-29
Company data provided by crunchbase