Senior Technical Support Engineer- Contractor

Senior Technical Support engineer XDR/XSIAM
This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.
Location : Bengaluru, India (Hybrid)
Duration: 12 Months
Job Title: Senior Technical Support engineer XDR/XSIAM(Contractor)

Job Description

Duties
At Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We are a company built on the foundation of challenging and disrupting the way things are done, and we are looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Job Description
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).

Your Impact
Provide Technical Support to customers and partners
Provide technical services include writing scripts, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support for weekend and public holiday on an as needed basis

Your Experience
3 to 5 years of related experience
Experience in a technical support, systems engineering, or similar role with a focus on customer support.
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 and Android OS based applications.
Strong experience with Microsoft environments (SCCM, GPO, AD, MSSQL, IIS) and a fundamental understanding of malware and exploits.
Experience with end point security software is a plus (Antivirus, DLP, IPS, NAC)
Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required
Experience with bash or Python scripting for automation and analysis is advantageous.
Knowledge of cloud infrastructure (e.g., AWS, Azure, GCP) and VDI environments (e.g., VMware, Citrix).
Experience with additional security tools like Antivirus, DLP, IPS, and NAC