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Senior Technical Support Engineer - Focused Services (Cortex XDR) Job Opening In Singapore, Singapore – Now Hiring Palo Alto Networks


Job description

Job Description

Your Career

You 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 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) 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

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 behavior
  • Experience 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 firewalls
  • Experience with batch scripting and Python is a plus
  • Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
  • Knowledge of Cloud infrastructure is a plus
  • Mandarin Language skills 
  • Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus
  • 5+ years of relevant experience with strong communication and customer service skills


Additional Information

The Team

Our technical 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  .

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.

Required Skill Profession

Computer Occupations


  • Job Details

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Unlock Your Senior Technical Potential: Insight & Career Growth Guide


Real-time Senior Technical Jobs Trends (Graphical Representation)

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Are You Looking for Senior Technical Support Engineer Focused Services (Cortex XDR) Job?

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Palo Alto Networks adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Singapore laws and regulations

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The average salary range for a varies, but the pay scale is rated "Standard" in Singapore. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

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Interview Tips for Senior Technical Support Engineer Focused Services (Cortex XDR) Job Success

Palo Alto Networks interview tips for Senior Technical Support Engineer   Focused Services (Cortex XDR)

Here are some tips to help you prepare for and ace your Senior Technical Support Engineer Focused Services (Cortex XDR) job interview:

Before the Interview:

Research: Learn about the Palo Alto Networks's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

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Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

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Follow Up: Send a thank-you email to the interviewer within 24 hours.

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Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Senior Technical Support Engineer Focused Services (Cortex XDR) interview at Palo Alto Networks, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Palo Alto Networks's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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