At a Glance
- Tasks: Provide top-notch technical support and resolve complex issues for our clients.
- Company: Join a leading cybersecurity firm dedicated to innovation and customer success.
- Benefits: Enjoy flexible benefits, mental health resources, and opportunities for personal growth.
- Other info: Dynamic team environment with a commitment to diversity and inclusion.
- Why this job: Be at the forefront of cybersecurity, making a real difference in protecting digital lives.
- Qualifications: Experience in technical support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 31500 - 38500 £ per year.
We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. Our 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 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) implementing the fix.
- Provide timely feedback into 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.
Requirements
- Previous experience with Endpoint Security software is required.
- SIEM experience, including:
- Deep understanding of how SIEMs work.
- Experience in creating custom collections and data parsing.
- Experience in creating complex correlation rules, reports and dashboards.
- Experience in integration and implementation of SIEMs.
- Experience working with EDR tools.
- Strong communication and customer service skills.
- Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols.
- Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging).
- 4+ years of experience as a Support Engineer.
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction.
- Excellent written and verbal communication skills.
- Strong customer advocacy skills and experience, ability to work in difficult customer situations.
- Knowledge of Cloud infrastructure is a plus.
- Experience in incident response is a plus.
- Experience with scripting is a plus.
- Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus.
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.
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.
Our 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 Commitment
We'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.
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.
Sr. Technical Support Engineer, Focused Services Cortex XSIAM (Security Clearance Requested) in London employer: Palo Alto Networks, Inc.
Palo Alto Networks is an exceptional employer that champions innovation and collaboration in the field of cybersecurity. With a remote work culture that promotes flexibility and work-life balance, employees are empowered to grow their skills through continuous learning opportunities and engagement with global partners. Joining our team means being part of a forward-thinking organisation that values diversity and fosters a supportive environment for professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Technical Support Engineer, Focused Services Cortex XSIAM (Security Clearance Requested) in London
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including Palo Alto Networks, Inc., love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through Palo Alto Networks, Inc.
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at Palo Alto Networks, Inc.. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
We think you need these skills to ace Sr. Technical Support Engineer, Focused Services Cortex XSIAM (Security Clearance Requested) in London
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Palo Alto Networks, Inc. insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to Palo Alto Networks, Inc. that you’re committed to staying ahead in the game.
How to prepare for a job interview at Palo Alto Networks, Inc.
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at Palo Alto Networks, Inc. to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at Palo Alto Networks, Inc..
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
