Sr. Technical Support Engineer, Cortex Xsiam
Responder al anuncioCompany DescriptionOur MissionAt 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. FLEXWORKis an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback - it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about. Our Approach to WorkAt 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 DescriptionYour CareerOur methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions - and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions - and you don’t wait for those issues to escalate from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future. Your ImpactRespond to user-reported issues in adherence to established Service Level AgreementsTriage customer reported issues and respond to them via ticketing system, phone, or remote sessionsIdentify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fixProvide timely feedback into the development process on customer-reported product problemsDocument actions to effectively communicate information internally and to customersFacilitate root cause investigations and manage the implementation of corrective and preventative measuresQualificationsYour ExperiencePrevious experience with Endpoint Security software is requiredSIEM experience, including:Deep understanding of how SIEMs worksExperience in creating custom collections and data parsingExperience in creating complex correlation rules, reports and dashboardExperience in integration and implementation of SIEMsExperience working with EDR toolsExperience with strong communication and customer service skills4+ years of experience as a Support EngineerExcellent written and verbal communication skillsStrong customer advocacy skills and experience, ability to work in difficult customer situationsKnowledge of Cloud infrastructure a plusExperience in incident response a plusExperience with scripting a plusExperience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plusAdditional InformationThe TeamOur 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 ones, 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 pointed focus on providing the best customer support in the industry. Our 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. All your information will be kept confidential according to EEO guidelines. Please note that we will not sponsor applicants for work visas for this position. #J-18808-Ljbffr
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