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Palo Alto Networks
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Technical Support Engineer - Cortex XDR

Technical Support Engineer - Cortex XDR

Palo Alto Networks

3 - 8 years

11 - 15 Lacs

bengaluru

Posted:6 hours ago| Platform:

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Skills Required

customer service networking customer support product security troubleshooting owasp information security vulnerability assessment technical support escalation management ticketing application security vapt root cause penetration testing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XDR support team, you will serve our customer base providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and 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 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

Qualifications

Your Experience

BE/B.Tech engineering, equivalent technical degree or equivalent
Minimum 3+ years of relevant experience in network or security products
Able to troubleshoot and be a problem solver with analytical proficiency
Vast knowledge on Security Technologies, Endpoint prevention
Excellent customer service skills
Previous experience in at least one customer-facing technical support position as Support Engineer or as Escalations Engineer in Cybersecurity
Must have knowledge and experience in network/Cybersecurity industry

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Technical Support Engineer - Cortex XDR