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 Who We Are We take our mission of protecting the digital way of life seriously We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration to execution From showing up for each other with integrity to creating an environment where we all feel included As a member of our team you will be shaping the future of cybersecurity We work fast value ongoing learning and we respect each employee as a unique individual Knowing we all have different needs our development and personal wellbeing programs are designed to give you choice in how you are supported This includes our FLEXBenefits wellbeing spending account with over 1 000 eligible items selected by employees our mental and financial health resources and our personalized learning opportunities - just to name a few At Palo Alto Networks we believe in the power of collaboration and value in-person interactions This is why our employees generally work full time from our office with flexibility offered where needed This setup fosters casual conversations problem-solving and trusted relationships Our goal is to create an environment where we all win with precision Your Career You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors You re a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results You ll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both non-technical and technical professionals You will regularly participate in technical discussions with multi-functional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you ll need to move quickly thoughtfully and provide technical assistance as needed often in high pressure situations We are looking for a highly motivated and customer-focused professional As part of the global Cortex XDR support team you will serve our customer base by providing technical support by answering incoming support inquiries and managing escalations phone calls and emails in an effective efficient and friendly manner within defined service level agreements Your Impact Respond to user-reported issues in adherence to established Service Level Agreements Triage customer reported issues and respond to them via ticketing system phone or remote sessions Perform advanced troubleshooting at the application level and OS level using your knowledge and relevant expertise Identify the area of fault code environment or configuration and work with the appropriate team s to implement the fix Provide timely feedback on the development process on customer-reported product problems Document actions to effectively communicate information internally and to customers Facilitate root cause investigations and manage the implementation of corrective and preventative measures Qualifications Your Experience BE B Tech engineering equivalent technical degree or equivalent military experience required 5 to 10 years of relevant experience with strong communication and customer service skills Required experience with Windows OS Linux OS and macOS based applications Installation troubleshooting Debugging Endpoint security technologies experience XDR SOAR SIEM etc Experience understanding malware exploits operating system structure and behavior Experience with Android OS based applications Installation troubleshooting Debugging Strong experience with MS environment SCCM GPO AD MSSQL IIS Experience with EndPoint security software is a plus Antivirus DLP IPS NAC Knowledge of SIEM vulnerability management tools and firewalls Good to have skills Experience with bash scripting OR Python is a plus Strong ability to independently troubleshoot reproduce issues and identify possible workarounds in broad complex and unique environments with mixed applications and protocols required Knowledge of Cloud infrastructure is a plus Knowledge of VDI VMWare Horizon Citrix XenApp and XenDesktop is a plus Additional Information The Team Our Global Customer 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 Our Commitment We re problem solvers that take risks and challenge cybersecurity s status quo It s straightforward we can t accomplish our mission without diverse teams innovating together We are committed to providing reasonable accommodations for all qualified individuals with a disability If you require assistance or accommodation due to a disability or special need please contact us at Palo Alto Networks is an equal opportunity employer We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex including pregnancy sexual orientation or other legally protected characteristics All your information will be kept confidential according to EEO guidelines Is role eligible for Immigration Sponsorship No Please note that we will not sponsor applicants for work visas for this position