Sr. Technical Support Engineer, Focused Services, Cortex XSOAR
Palo Alto NetworksAbout the role
Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.Job Summary
Key Responsibilities
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
Communicate complex technical issues effectively to internal and external stakeholders
Travel to customer sites for critical situations, expediting resolutions as needed
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
Qualifications
Required Qualifications:
5+ years of relevant support experience
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.
A bachelor's degree in computer science or related discipline or equivalent military experience required
While the Company will consider applicants who have current work authorization and require a transfer of an existing H-1B visa, the Company is not currently considering applicants who require new visa sponsorship (including new H-1B petitions) or individuals currently in OPT/CPT status who will require future sponsorship to maintain work authorization
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 the annual range listed below. The
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