Sr. Technical Support Engineer, Cortex XPANSE

Company Description

Our Mission

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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

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. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

As a Senior Technical Support Engineer specializing in Cortex Xpanse (Attack Surface Management – ASM), you will help customers identify, manage, and secure their internet-facing assets by troubleshooting security risks, resolving technical issues, and ensuring seamless product integration. You’ll work directly with customers to resolve complex challenges, enhance security postures, and provide technical expertise in attack surface management.

Your Impact

• Provide advanced technical support for Cortex Xpanse, including troubleshooting and resolving attack surface management (ASM) and security integration issues.
• Diagnose and resolve technical challenges related to external asset discovery, misconfigurations, and security exposures.
• Assist customers with integrations of Cortex Xpanse with SIEM, SOAR, and other security tools to optimize security workflows.
• Use PowerShell, Python, and Linux CLI for troubleshooting, automation, and data analysis.
• Work collaboratively with cross-functional teams (engineering, product management, and security analysts) to improve product functionality and customer experience.
• Analyze security events from various sources (firewalls, IDS/IPS, EDR, vulnerability scanners) to assist customers with risk mitigation.

Qualifications

Your Experience

• BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
• 5 to 10 years of experience in technical support or a similar role, with exposure on CyberSecurity Technologies, Automation and Architecture such as SIEM, SOAR, Threat Detection OR Attack Surface management   
• Technical support experience in cybersecurity, network security, or security operations.
• Strong knowledge of attack surface management (ASM), security risk assessment, and threat exposure analysis.
• Experience with SIEM, SOAR, EDR, vulnerability management, and cloud security solutions.
• Hands-on experience troubleshooting network security protocols, firewalls, and security architectures.
• Familiarity with API integrations and scripting (PowerShell, Python, or Bash) to automate security processes.
• Strong problem-solving and troubleshooting skills with the ability to handle complex security issues independently.
• Excellent written and verbal communication skills with a customer-focused approach.

Nice-to-Have (Preferred Skills)

• Experience with incident response, threat intelligence, and security automation.
• Understanding of SSO (Single Sign-On) and authentication protocols.
• Familiarity with cloud security principles and asset discovery in AWS, Azure, and GCP.
• Security certifications such as CISSP, Security+, CEH, or cloud security certifications are a plus.

Additional Information

The Team

Our Global Customer 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, 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 of providing the best customer support in the industry.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  accommodations@paloaltonetworks.com.

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.

All your information will be kept confidential according to EEO guidelines.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.