Sr Technical Support Engineer, Cortex XSOAR

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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Our Approach to Work

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

Join our innovative team at Palo Alto Networks, where you’ll play a vital role in shaping the future of security operations through our cutting-edge Cortex XSOAR platform. We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSOAR support team, you will serve our customer base by providing exceptional technical support, managing escalations, and ensuring customer satisfaction.

In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build a positive customer experience.

Qualifications

Your Impact

• Offer technical support to customers and partners.
• Effectively manage support cases from recording to resolution, including timely follow-ups.
• Conduct fault isolation and root cause analysis for technical issues.
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base.
• Review technical content for training, marketing, manuals, and troubleshooting guides.
• Provide configurations, troubleshooting, and best practices to customers.
• Collaborate with the Engineering team to influence product operability and user experience.
• Travel to customer sites for critical situations, expediting resolutions as needed.
• Participate in weekend on-call rotation and provide after-hours support as required.
• Communicate complex technical issues effectively to internal and external stakeholders.

Qualifications

• Excellent customer service skills, supported by previous experience in a customer-facing technical support role.
• Experience with SOAR platforms.
• Strong analytical troubleshooting skills in Linux, displaying problem-solving abilities.
• Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols.
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing.
• Scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets.
• Fundamental understanding of container services (Docker, Kubernetes, etc.) and Cloud infrastructure (AWS, Google, Azure or OCI) is a plus.
• Ability to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teams.
• Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.
• A bachelor's degree in computer science or related discipline (advantageous).

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  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.