Associate Customer Success Engineer, 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 that 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! 

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision. 

Job Description

Your Career

Cortex Customer Success Engineers are responsible for empowering our clients to automate their Security Operations, streamlining the analyst processes and helping provide return on investment for the XSOAR platform. You are a key component of our company’s success, working together with customers, partners, and their awesome Cortex colleagues.

This position works within our Cortex XSOAR Customer Success organization, helping customers with their end to end Security Operations journey. Some solutions you will work with include XSIAM, XDR, XSPANSE and others under the Cortex portfolio.

Your Impact

Product Expertise:

• Provide foundational product-level technical expertise, assisting with account setup, deployment, and basic troubleshooting of Cortex XSOAR.

• Support customers in implementing and customizing automation workflows within their security operations.

• Stay informed about Cortex XSOAR features and share relevant updates with customers.

• Technical services include writing custom scripts and system troubleshooting.

Product Adoption:

• Help drive product adoption by guiding customers through standard use cases and assisting with the integration of new features.

• Conduct basic training sessions to familiarize customers with Cortex XSOAR functionalities.

• Identify opportunities to enhance automation within the customer’s incident response processes.

Customer Impact:

• Serve as a technical contact, assisting customers in achieving their automation goals and optimizing their security operations.

• Collaborate with account teams to contribute technical input for customer success plans and execution.

• Manage and escalate technical issues, ensuring appropriate resolution with support from senior colleagues.

Qualifications

Your Experience

Product Expertise:

• 2+ years of Experience in security operations, incident response, or a related technical field. Experience with implementing or supporting automation workflows within a SOAR platform is a plus.

• Basic understanding of security products and secure coding practices.

• Ability to deliver entry-level training on product usage and automation practices.

Technical Skills:

• Familiarity with scripting languages such as Python, PowerShell, or JavaScript for basic customizations.

• Basic Linux system administration and troubleshooting knowledge.

• Understanding of security incident response principles.

• Familiarity with network protocols and troubleshooting tools like tcpdump & Wireshark is a plus.

Customer Relationships:

• 2+ years of relevant experience in customer-facing roles or technical support, with a focus on customer satisfaction.

• Possess problem-solving skills with the ability to solve for moderate complexities where analysis of situations or data requires a review of a variety of factors.

• Exercises judgment within defined procedures and practices to determine appropriate action in prioritizing tasks and handle customer inquiries effectively.

• Basic consultative skills for assisting both enterprise and smaller accounts.

Additional Information

The Team

Customer Success Engineers are product experts, technical advisors, and advocates to enable our customers’ secure environments. You will act as their technical contact, building relationships to ensure proper security integrations. This includes support for adoption, basic integrations, and real-time assistance. Our Engineers offer product-level expertise during setup, deployments, and optimization, and they work on resolving escalations with guidance from senior team members.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $86,000/yr to $139,500/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.

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