Senior Technical Support Engineer, EMEA - Cortex XSOAR

<h3>Company Description</h3><p><strong>Our Mission</strong></p><p>At Palo Alto Networks® everything starts and ends with our mission:</p><p>Being the cybersecurity partner of choice, protecting our digital way of life.</p><p>We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.</p><p>We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.</p><h3>Job Description</h3><p><strong>Your Career</strong></p><p>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 technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. </p><p>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 positive customer experience.</p><p><strong>Your Impact</strong></p><ul><li>Respond to user-reported issues in adherence to established Service Level Agreements</li><li>Triage customer-reported issues and respond to them via the ticketing system, phone, or remote sessions </li><li>Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise  </li><li>Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix </li><li>Provide timely feedback into the development process on customer-reported product problems </li><li>Document actions to effectively communicate information internally and to customers </li><li>Facilitate root cause investigations and manage the implementation of corrective and preventative measure</li></ul><h3>Qualifications</h3><p><strong>Your Experience</strong></p><ul><li>Excellent customer service skills  </li><li>Previous experience in at least one customer-facing technical support position as a Senior Support Engineer or as an Escalations Engineer</li><li>Able to troubleshoot and be a problem solver with analytical proficiency in Linux</li><li>Scripting skills (JS\Python\Powershell) </li><li>Attention to detail, fast learner, and excellent communication skills. </li><li>Be able to communicate  technical information in a simplified, easy-to-understand manner </li><li>Cybersecurity knowledge and experience - advantage</li></ul><h3>Additional Information</h3><p><strong>The Team</strong></p><p>The TeamXSOAR 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 market of SOAR with innovation.</p><p>Our teams focus on innovating the most advanced SOAR platform, adding more integrations to 3rd party products, covering more use cases and more automation as well as expanding the threat intelligence capabilities of XSOAR. If you are highly motivated, and competitive, and do not shy away from tough challenges, come join our mission and become part of some of the best minds in the world to 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 expert within the technical support team!</p><p><strong>Our Commitment</strong></p><p>We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.</p><p>We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation du