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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

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 by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails effectively, efficiently, and friendly within defined service level agreements.

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong capability of detailing complex technical issues to non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure – which means you’ll need to move quickly and thoughtfully and provide technical assistance as needed (often in high-pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide technical services, including writing scripts, troubleshooting, and best practices to customers
• Respond to user-reported issues in adherence to established Service Level Agreements
• Perform advanced troubleshooting at the application and OS levels, using your knowledge and relevant expertise
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed on time
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Provide on-call support on an as-needed basis
• Work with our Engineering team and influence the operability of the product
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement 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

• At least 3 years of experience as a Support Engineer
• Required strong experience with Linux OS troubleshooting
• (Installation, troubleshooting, Debugging)
• Experience understanding malware, exploits, operating system structure, and behavior
• Experience with Bash scripting and Python is a plus
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Knowledge of Cloud infrastructure a plus
• BS/MS or equivalent experience or equivalent military experience required
• Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
  
  

Professional Skills

• Customer focus
• Strong customer advocacy skills and experience, ability to work in difficult customer situations
• Excellent written and verbal communication skills - Fluent in the English language (reading, writing, and speaking) - Proficiency test results are a plus (e.g., TOEFL, TOEIC, Cambridge English Exams)
• Excellent Team Player
• Cultural awareness and ability to communicate with international customers
• Empathy
• Passion for lifelong learning and personal & professional development
  
  

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by supporting clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.

Our Commitment

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.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Please note that we will not sponsor applicants for work visas for this position.