At Palo Alto Networks®, we're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. That's why most of our teams work from the office full time, with flexibility when it's needed. As a Senior Technical Support Engineer for Focused Services - XDR/XSIAM, you will be a dedicated partner to our customers, ensuring their success with our Cortex XDR/XSIAM products. You will leverage your deep technical expertise to proactively mitigate risks, troubleshoot complex issues, and provide personalized support as a virtual member of their team. This role is pivotal in managing escalations, performing root cause analysis, and collaborating with internal teams to drive swift resolutions and enhance the customer experience.

Respond to and triage user-reported issues via ticketing system, phone, or remote sessions, adhering to established Service Level Agreements.

Collaborate effectively with development and other teams to identify fault areas (code, environment, configuration) and drive the implementation of fixes.

Facilitate comprehensive root cause investigations and manage the implementation of corrective and preventative measures to prevent future occurrences.

Proactively engage with customers to address Cortex XDR technical needs and provide escalation management for enterprise deployment issues.





Document all actions and solutions meticulously in tracking systems and account-specific repositories to ensure alignment and knowledge sharing.

Your Experience

Bachelor's degree in Engineering, a related technical field, equivalent military experience, or equivalent practical experience.

4+ years of experience in a technical support, systems engineering, or similar role with a focus on customer service.

Demonstrated experience with endpoint security technologies such as XDR, SOAR, or SIEM.

Expertise in troubleshooting and debugging applications on Windows, Linux, and macOS operating systems.

Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits.

Experience with bash or Python scripting for automation and analysis.

Knowledge of cloud infrastructure (e.g., AWS, Azure, GCP) and VDI environments (e.g., Experience with additional security tools like Antivirus, DLP, IPS, and NAC.

Experience troubleshooting Android OS based applications.

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. 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 [HIDDEN TEXT].

Palo Alto Networks is an equal prospect 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.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.

📌 Senior Technical Support Engineer (Customer Success) (Bengaluru)
🏢 Palo Alto Networks
📍 Bengaluru