Sr. Technical Support Engineer, United States Government, XSOAR

Company Description

To comply with U.S. federal government requirements, U.S. citizenship is required for this position.

This will be a 2nd Shift position.  

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

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 providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements

• 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 team(s) 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

• BS/MS engineering, equivalent technical degree or equivalent military experience, or relevant experience required

• Minimum 5+ years of relevant experience in network or security products

• Able to troubleshoot and be a problem solver with analytical proficiency in Linux 

• Strong hands on scripting skills - Javascript OR Python OR Powershell

• Intermediate knowledge of REST API or similar.

• Must have knowledge on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools

• Excellent customer service skills 

• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer in Cybersecurity

• SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools

Nice to have:

• Excitement for working with automation tools

• SOC experience

Additional Information

The Team

XSOAR is a Security Orchestration, Automation and Response family of products that were formerly developed by Demisto (acquired in 2019). XSOAR is a comprehensive Security Operations Platform that combines full case management, intelligent automation, and collaborative investigation. During 2020 we added a new module to the platform - Threat Intelligence Management, as we continue to lead the mar