Senior Technical Support Engineer - Focused Services, 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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

Cortex™ XSOAR is a comprehensive security orchestration, automation and response (SOAR) platform that unifies case management, automation, real-time collaboration and threat intel management to serve security teams across the incident lifecycle

XSOAR ensures that processes produce the same outputs, the same way, every time. This speeds the onboarding of new SOC analysts, with documented best practices codified in playbooks. Consistent workflows make it easier to swap out point products, minimizing operational downtime.

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

• Excellent customer service skills 
• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
• Able to troubleshoot and be a problem solver with analytical proficiency in Linux 
• Strong scripting skills (JS\Python\Powershell)
• Knowledgeable on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools
• SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools
• Cybersecurity knowledge and experience - advantage
• 3+ years of relevant experience with strong communication and customer service skills

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 market of SOAR with innovation. Our teams focus on innovating the most advanced SOAR platform, on adding more integrations to 3rd party products, covering more use cases and more automations as well as expanding the threat intelligence capabilities of XSOAR . If you are highly motivated, 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 c