Sr Technical Support Engineer, Cortex Xsiam - Guadalajara, México - Palo Alto Networks

Palo Alto Networks

Empresa verificada

Guadalajara, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Company Description

Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before.

We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Approach to Work
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions.

This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective.

This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together

Job Description:

Your Career
As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns.

Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results.

Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity.

Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

Your Impact

Offer technical support to customers and partners
Effectively manage support cases from recording to resolution, including timely followups
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 oncall rotation and provide afterhours support as required
Communicate complex technical issues effectively to internal and external stakeholders

Qualifications:

Your Experience

Analytical troubleshooting skills in Linux, displaying problemsolving abilities
Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
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 oncall responsibilities
Comfortable collaborating across diverse crossfunctional teams with open communication
Previous experience in a customerfacing 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 (advantageous)

Additional Information

The Team
Our technical support team is critical to our success and mission.

As part of this team, you enable customer success by providing support to clients after they have purchased our products.

Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations

and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported.

We fix and identify technical problems, with a