Senior Technical Support Engineer, Focused Services - 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.

Who We Are 

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.  

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! 

Job Description

Your Career

We are looking for a highly motivated and customer–focused professional. As a key member of the Cortex XSOAR support team, you will support our premium customers by providing technical support and managing tier–3 escalations in an effective, friendly, and efficient manner.

Your Impact

• Respond to user–reported issues within established SLA's
• 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 teams implementing the fix
• Provide timely feedback into 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

Minimum Qualifications

• At least 5 years of experience in customer–facing technical support positions as Senior Support Engineer, Escalations Engineer or similar
• Strong troubleshooting, problem solving, and analytical skills
• Proficiency in Linux and scripting (JS, Python, or PowerShell)
• Excellent customer service and communication skills

Preferred Qualifications

• Experience with SOAR platforms
• Experience writing new and expanding new playbooks using automation and scripting tools
• Knowledgeable and experience working on cybersecurity technologies such as Firewalls, Endpoint, SIEM, or Vulnerability Management tools

Additional Information

The Team

XSOAR is a comprehensive Security Operations, Automation and Response Platform that combines full case management, intelligent automation, and collaborative investigation. During 2020 we added a new module to the platform named Threat Intelligence Management, as we continue to lead the market of SOAR with innovation. Our teams focus on innovating the most advanced SOAR platform, on adding more integrations to third-party products, covering more use cases and more automations as well as expanding the threat intelligence capabilities of XSOAR .

If you are highly-motivated and do not shy away from tough challenges, come join our mission to secure our digital way of life. You'll be working with some of the brightest minds in the industry and help shape the future of security operations. The role offers a fast-paced and interesting mix of technical challenges in an extremely fast-growing environment. You will receive the training necessary to become an XSOAR expert within the wider technical support team.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.