Senior Technical Support Engineer, Cortex XSIAM

Palo Alto Networks

Senior Technical Support Engineer resolving complex Cortex XSIAM customer issues at Palo Alto Networks. Performing root-cause analysis, troubleshooting, documentation, and engineering collaboration.

Posted 8/13/2026full-timeCalifornia, Texas • 🇺🇸 United StatesSenior💰 $103,400 - $167,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in technical support, with strong analytical troubleshooting skills and the ability to communicate complex technical issues effectively. Proficient in various operating systems and tools, with a solid understanding of cloud technologies and network performance monitoring.

Highest-signal resume keywords

Technical Support ExperienceAnalytical Troubleshooting SkillsProficiency in Windows, Linux, iOS, Android, and macOSKnowledge of IP Network TechnologiesBasic Scripting Knowledge in JS, Python, PowerShell

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Fault IsolationRoot Cause AnalysisSoftware TroubleshootingInfrastructure TroubleshootingTesting and DebuggingIntermediate Knowledge of SIEM ToolsVulnerability Management ToolsKubernetes UnderstandingGCP and AWS KnowledgeBasic Scripting in SQL and SPL

Soft Skills

Effective CommunicationCollaboration with Engineering TeamCustomer Success Orientation

Tools & Technologies

SCCMGPOADJAMFDatadogCloud WatchDNSSSHFTPHTTP/HTTPS

Industry Keywords

Technical Support BulletinsKnowledge Base DocumentationOn-Call SupportPerformance MonitoringEmail Routing

Tech Stack

Tools & technologies

AndroidAWSCloudDNSFirewallsGoogle Cloud PlatformiOSJamfJavaScriptKubernetesLinuxMacOSPythonSQL

About the role

Key responsibilities & impact

Offer technical support to customers and partners, managing cases from recording to resolution
Conduct fault isolation and root cause analysis for complex technical issues
Author Technical Support Bulletins and technical documentation for the Knowledge Base
Review technical content for training, marketing, manuals, and troubleshooting guides
Travel to customer sites for critical situations to expedite resolutions as needed
Provide configurations, troubleshooting, and best practices to ensure customer success
Collaborate with the Engineering team to influence product operability and improvements
Participate in weekend on-call rotations and provide after-hours support as required
Communicate complex technical issues effectively to internal and external stakeholders

Requirements

What you’ll need

5+ years of experience in a customer-facing technical support role with analytical troubleshooting skills
Proficiency with Windows, Linux, iOS, Android, and macOS applications and deployment tools including SCCM, GPO, AD, and JAMF
Strong proficiency in software and infrastructure troubleshooting, testing, and debugging in complex environments
Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, and Email Routing
Knowledge of IP network technologies and performance monitoring tools such as Datadog or Cloud Watch
Independent troubleshooting ability in diverse environments with mixed applications and protocols
Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
Exposure to vulnerability management tools, firewalls, and advanced SIEM platforms
Fundamental understanding of Kubernetes, GCP, and AWS for cloud agent deployment
Basic scripting knowledge in JS, Python, PowerShell, SQL, XDL, and SPL for playbooks and data extraction
Bachelor's degree in computer science, a related discipline, or equivalent experience preferred

Benefits

Comp & perks

Starting base salary of $103,400.00–$167,200.00 per year
Potential restricted stock units
Potential bonus
Employee benefits package
Immigration sponsorship eligibility
Reasonable accommodations for qualified individuals with a disability or special need