Technical Support Engineer

About the Role

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: Santa Clara (Hybrid)
• Duration: 12 Months

Role Description

• Work firsthand with valued customers to address complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors.
• Act as a critical thinker in understanding methods, techniques, and evaluation criteria for obtaining results.
• Network 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.
• 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.
• Provide quick thinking and support to clients, offering fast assistance to keep their environments secure, often in high-pressure situations.
• Serve the global Cortex support team by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails effectively, efficiently, and in a 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 via ticketing system, phone, or remote sessions.
• Perform troubleshooting at the application level and OS level.
• 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.

Requirements & Tech Stack

• Windows OS, Linux OS, and macOS-based applications (Installation, troubleshooting, Debugging).
• Understanding of malware, exploits, operating system structure, and behavior.
• Experience with the MS environment (SCCM, GPO, AD, MSSQL, IIS).
• Knowledge of SIEM, vulnerability management tools, and firewalls.
• Ability to independently troubleshoot, reproduce issues, and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols.

Qualifications

• 0-1 years of experience with Windows OS, Linux OS, and macOS-based applications (Installation, troubleshooting, Debugging).
• Android OS or iOS-based applications (Installation, troubleshooting, Debugging) is a plus.
• Endpoint security software is a plus (Antivirus, DLP, IPS, NAC).
• Experience with batch scripting and Python is a plus.
• Knowledge of Cloud infrastructure is a plus.
• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus.

Key Competencies

• Critical thinking and problem-solving skills.
• Strong communication skills to articulate technical issues to diverse audiences.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer-focused mindset with a commitment to delivering high-quality support.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Compensation

• Hourly Wage: $58/hour - $62/hour. This range depends on qualifications, experience, and work location.
• Benefits: Medical, Dental, Vision, and 401K.