.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.
We have the vision of a world where each day is safer and more secure than the one before.
These aren't easy goals to accomplish - but we're not here for easy.
We're here for better.
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.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.We're changing the nature of work from benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.
And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
Job Description **Your Career**As a Designated Support Engineer, you will be heavily engaged to personalize customers' experience and ensure a successful Palo Alto Networks product experience in Cortex space.
In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for your customers.
You will partner with the Technical Account Manager to effectively become a virtual part of your customers' teams.
You will engage both proactively and reactively with the customer to address any Cortex XDR technical needs.
You will also provide escalation management for any technical issues encountered with your customers' enterprise deployment, resulting in faster time to value.This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner.
Regularly updating customer cases to record the progress of calls in tracking systems and documenting technical solutions and product information in account-specific repositories.
Work to reproduce customer issues and work with developers to resolve technical issues