📍 Job Overview

Job Title: Senior Technical Support Engineer - Focused Services, Cortex XSIAM
Company: Palo Alto Networks
Location: Remote, Spain
Job Type: Full-time
Category: Technical Support & Customer Success
Date Posted: June 18, 2025
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

Serve as a technical support specialist for Palo Alto Networks' global Cortex XSIAM support team, providing exceptional customer support and managing escalations within defined service level agreements.
Collaborate with technical account managers to understand clients' business objectives and technical environments, focusing on mitigating risks and resolving technical issues proactively.
Work closely with developers to reproduce and resolve complex issues, contributing to the improvement of Palo Alto Networks' products and services.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and a proactive approach to problem-solving. The ideal candidate will have a deep understanding of SIEM systems and experience working with endpoint security software.

💻 Primary Responsibilities

Respond to user-reported issues and manage escalations via ticketing systems, phone, or remote sessions, adhering to established Service Level Agreements.
Perform advanced troubleshooting at the application and OS levels, using knowledge and relevant expertise to identify the area of fault (code, environment, or configuration).
Collaborate with appropriate teams to implement fixes and provide timely feedback into the development process on customer-reported product problems.
Document actions to effectively communicate information internally and to customers, facilitating root cause investigations and managing the implementation of corrective and preventative measures.
Seek out complex issues and develop permanent solutions to prevent them in the future, working hand in hand with developers to reproduce and resolve issues.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant military training or experience may be considered in lieu of a degree.

Experience: 4+ years of experience as a Support Engineer, with a strong focus on SIEM systems and endpoint security software. Experience working with EDR tools and incident response is a plus.

Required Skills:

Proven experience with Endpoint Security software
Deep understanding of SIEM systems, including creating custom collections, data parsing, and complex correlation rules, reports, and dashboards
Experience integrating and implementing SIEMs
Strong communication and customer service skills
Basic networking knowledge and the ability to independently debug broad, complex, and unique environments
Experience with Windows OS, MacOS, and Linux-based applications (installation, troubleshooting, debugging)
Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
Excellent written and verbal communication skills in English (Fluent); Spanish, French, or German are an advantage

Preferred Skills:

Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange)
Experience with scripting
Knowledge of Cloud infrastructure
Incident response experience

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of successfully managing customer escalations and resolving technical issues in a support role.
Showcase your ability to work collaboratively with cross-functional teams, including developers and technical account managers.
Highlight your experience with SIEM systems, endpoint security software, and EDR tools, providing specific examples of complex issues you've resolved.

Technical Documentation:

Prepare a summary of your experience with SIEM systems, endpoint security software, and EDR tools, outlining the challenges you've faced and the solutions you've implemented.
Include any relevant certifications or training that demonstrate your expertise in these areas.

📝 Enhancement Note: While a portfolio of technical projects is not explicitly required for this role, demonstrating your problem-solving skills and experience with relevant technologies will significantly strengthen your application.

💵 Compensation & Benefits

Salary Range: €60,000 - €80,000 per year (Based on market research for Senior Technical Support Engineers in Spain with 5-10 years of experience)

Benefits:

Wellbeing Spending Account (over 1,000 eligible items selected by employees)
Mental and financial health resources
Personalized learning opportunities

Working Hours: Full-time (40 hours per week), with flexibility for maintenance windows and project deadlines as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Spain. The actual salary may vary depending on the candidate's experience, skills, and the company's internal compensation structure.

🎯 Team & Company Context

Industry: Cybersecurity

Company Size: Large (10,000+ employees)

Founded: 2005

Team Structure:

Global Cortex XSIAM support team, serving customers worldwide
Collaboration with technical account managers, developers, and other internal teams
Focus on providing exceptional customer support and driving product improvement

Development Methodology:

Agile/Scrum methodologies for managing customer escalations and driving continuous improvement
Code review, testing, and quality assurance practices to ensure high product standards
Deployment strategies, CI/CD pipelines, and server management to maintain reliable and secure customer environments

Company Website: Palo Alto Networks

📝 Enhancement Note: Palo Alto Networks is a leading cybersecurity company that focuses on protecting digital way of life. The company values innovation, collaboration, and execution, fostering a culture that encourages employees to shape the future of cybersecurity.

📈 Career & Growth Analysis

Technical Support Career Level: Senior Technical Support Engineer - Focused Services, Cortex XSIAM

Reporting Structure: Reports to the Manager, Technical Support - Focused Services, Cortex XSIAM, with a dotted line to the Technical Account Manager for customer-specific support.

Technical Impact: Responsible for driving customer success by providing exceptional technical support and proactively identifying and resolving complex issues. Contributes to product improvement by providing feedback on customer-reported product problems.

Growth Opportunities:

Technical Support Manager - Focused Services, Cortex XSIAM
Principal Technical Support Engineer - Focused Services, Cortex XSIAM
Technical Account Manager - Cortex XSIAM
Transition to other technical roles within Palo Alto Networks, such as Developer, DevOps Engineer, or Technical Trainer

📝 Enhancement Note: This role offers significant growth potential within the technical support organization and across other technical functions within Palo Alto Networks. The ideal candidate will be proactive, customer-focused, and committed to continuous learning and development.

🌐 Work Environment

Office Type: Remote (with occasional on-site meetings and training sessions as needed)

Office Location(s): Remote - Spain

Workspace Context:

Remote work environment with a focus on collaboration and communication using various tools and platforms
Access to relevant software, tools, and resources to perform job functions effectively
Opportunities for cross-functional collaboration with developers, technical account managers, and other internal teams

Work Schedule: Full-time (40 hours per week), with flexibility for maintenance windows and project deadlines as needed.

📝 Enhancement Note: Palo Alto Networks fosters a flexible and inclusive work environment that values the unique contributions of each employee. The company offers personalized learning opportunities and wellbeing resources to support employee growth and success.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
Technical assessment to evaluate problem-solving skills, knowledge of SIEM systems, and experience with endpoint security software
On-site or virtual interview with the hiring manager and/or team members to discuss the role, team dynamics, and growth opportunities
Final decision and offer extension

Portfolio Review Tips:

Highlight your experience with SIEM systems, endpoint security software, and EDR tools, providing specific examples of complex issues you've resolved and the processes you've implemented to prevent similar issues in the future.
Demonstrate your ability to work collaboratively with cross-functional teams, including developers and technical account managers, to drive customer success and product improvement.

Technical Challenge Preparation:

Brush up on your knowledge of SIEM systems, endpoint security software, and EDR tools, focusing on the specific technologies and platforms used by Palo Alto Networks.
Prepare for scenario-based questions that assess your problem-solving skills, communication abilities, and customer focus.

ATS Keywords: [List of relevant keywords for resume optimization, organized by category: Technical Support, Customer Service, SIEM, Endpoint Security, EDR Tools, Networking, Windows OS, MacOS, Linux, Kubernetes, GCP, AWS, Incident Response, Scripting, MS Server Solutions]

📝 Enhancement Note: Tailor your resume and application materials to highlight your experience with SIEM systems, endpoint security software, and EDR tools. Emphasize your problem-solving skills, communication abilities, and customer focus to demonstrate your fit for this role.

🛠 Technology Stack & Web Infrastructure

SIEM Technologies:

Palo Alto Networks Cortex XSIAM
Other leading SIEM platforms (e.g., Splunk, IBM QRadar, LogRhythm)

Endpoint Security Software:

Palo Alto Networks Endpoint Protection
Other leading endpoint security solutions (e.g., CrowdStrike, Carbon Black, Symantec)

EDR Tools:

Palo Alto Networks Cortex XDR
Other leading EDR platforms (e.g., CrowdStrike Falcon, Carbon Black Cloud, Microsoft Defender ATP)

Cloud Platforms:

Google Cloud Platform (GCP)
Amazon Web Services (AWS)

Operating Systems:

Windows OS
MacOS
Linux

📝 Enhancement Note: Familiarity with Palo Alto Networks' products and services is a plus, but not required. The ideal candidate will have experience with leading SIEM platforms, endpoint security software, and EDR tools, with a strong commitment to continuous learning and development.

👥 Team Culture & Values

Technical Support Values:

Customer focus and exceptional customer service
Proactive problem-solving and issue resolution
Collaboration and teamwork with cross-functional teams
Continuous learning and development
Innovation and improvement of technical support processes and methodologies

Collaboration Style:

Cross-functional integration between technical support, development, and technical account management teams
Code review culture and peer programming practices
Knowledge sharing, technical mentoring, and continuous learning opportunities

📝 Enhancement Note: Palo Alto Networks fosters a culture of collaboration, innovation, and continuous learning. The ideal candidate will be proactive, customer-focused, and committed to driving exceptional customer support and product improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing complex customer escalations and resolving technical issues proactively
Identifying and implementing permanent solutions to prevent recurring issues
Staying up-to-date with the latest developments in SIEM systems, endpoint security software, and EDR tools
Collaborating effectively with cross-functional teams, including developers and technical account managers, to drive customer success and product improvement

Learning & Development Opportunities:

Expanding your knowledge of Palo Alto Networks' products and services
Gaining experience with leading SIEM platforms, endpoint security software, and EDR tools
Developing your leadership and management skills through mentoring and coaching opportunities
Exploring career progression paths within the technical support organization and across other technical functions within Palo Alto Networks

📝 Enhancement Note: This role offers significant technical challenges and growth opportunities for the right candidate. The ideal candidate will be proactive, customer-focused, and committed to continuous learning and development.

💡 Interview Preparation

Technical Questions:

Describe your experience with SIEM systems, endpoint security software, and EDR tools, providing specific examples of complex issues you've resolved and the processes you've implemented to prevent similar issues in the future.
Walk us through your problem-solving process for a complex customer escalation, highlighting your ability to collaborate with cross-functional teams and drive exceptional customer support.
Explain your approach to staying up-to-date with the latest developments in SIEM systems, endpoint security software, and EDR tools, and how you've applied this knowledge to drive customer success and product improvement.

Company & Culture Questions:

Why are you interested in joining Palo Alto Networks' technical support team, and what do you hope to achieve in this role?
How do you approach working collaboratively with cross-functional teams, including developers and technical account managers, to drive customer success and product improvement?
How do you balance the need to provide exceptional customer support with the requirement to drive continuous improvement and innovation within the technical support organization?

Portfolio Presentation Strategy:

Highlight your experience with SIEM systems, endpoint security software, and EDR tools, providing specific examples of complex issues you've resolved and the processes you've implemented to prevent similar issues in the future.
Demonstrate your ability to work collaboratively with cross-functional teams, including developers and technical account managers, to drive customer success and product improvement.
Showcase your problem-solving skills, communication abilities, and customer focus through scenario-based examples and real-life case studies.

📝 Enhancement Note: Prepare thoroughly for your technical interview by brushing up on your knowledge of SIEM systems, endpoint security software, and EDR tools. Focus on demonstrating your problem-solving skills, communication abilities, and customer focus throughout the interview process.

📌 Application Steps

To apply for this Senior Technical Support Engineer - Focused Services, Cortex XSIAM position at Palo Alto Networks:

Submit your application through the application link provided.
Tailor your resume and application materials to highlight your experience with SIEM systems, endpoint security software, and EDR tools, emphasizing your problem-solving skills, communication abilities, and customer focus.
Prepare for the technical interview by brushing up on your knowledge of SIEM systems, endpoint security software, and EDR tools, focusing on the specific technologies and platforms used by Palo Alto Networks.
Research the company and team dynamics to demonstrate your fit for the role and commitment to driving customer success and product improvement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Palo Alto Networks before making application decisions.

Senior Technical Support Engineer - Focused Services, Cortex XSIAM