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.

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

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.

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

Your Experience

• 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 or equivalent military experience r