Senior Technical Support Engineer - Focused Services (Cortex XDR)

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Your CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking 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.You will 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. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).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 by 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 ImpactRespond to user-reported issues in adherence to established Service Level AgreementsTriage customer reported issues and respond to them via ticketing system, phone or remote sessionsPerform 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) to implement the fixProvide timely feedback on the development process on customer-reported product problemsDocument actions to effectively communicate information internally and to customersFacilitate root cause investigations and manage the implementation of corrective and preventative measures

Qualifications

Your Experience Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)Experience understanding malware, exploits, operating system structure, and behaviorExperience with Android OS based applications (Installation, troubleshooting, Debugging)Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)Knowledge of SIEM, vulnerability management tools, and firewallsExperience with batch scripting and Python is a plusStrong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols requiredKnowledge of Cloud infrastructure is a plusMandarin Language skills Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus5+ years of relevant experience with strong communication and customer service skills

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.

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.

Client-provided location(s): Singapore

Job ID: Palo_Alto_Networks-JR-009209

Employment Type: OTHER

Posted: 2026-03-11T19:56:25