XSOAR Senior Support Engineer - Contractor

XSOAR Senior Support Engineer - Contractor

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

• Job Location : Tel Aviv-Yafo, (Hybrid) Israel
• Duration: 12 Months
• Job Title: XSOAR Senior Support Engineer (Contractor)

The ideal candidate will have valid work authorization to work within Israel. This position is not eligible for any visa sponsorship.

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM support team, you will serve our customer base by 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.

Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions – and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions – and you don’t wait for those issues to escalate from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.

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

Required Qualifications

• 3+ years of experience as a Technical Support Engineer, with previous experience in at least one customer-facing role as a Senior Support Engineer or Escalations Engineer.
• Excellent customer service and customer advocacy skills, including experience managing challenging, high-impact, or escalated customer situations.
• Strong networking fundamentals, with the ability to independently troubleshoot complex customer environments involving multiple applications, protocols, and technologies.
• Strong Linux knowledge, with hands-on experience installing, troubleshooting, debugging, and analyzing Linux-based applications and operating systems.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues at both the application and operating-system levels.
• Ability to identify whether an issue originates from product code, configuration, infrastructure, or the customer environment, and engage the appropriate teams to drive resolution.
• Scripting skills in one or more languages such as Python, JavaScript, or PowerShell.
• Excellent written and verbal communication skills, with the ability to translate complex technical information into clear, concise, and easy-to-understand explanations.
• Strong attention to detail, ability to learn new technologies quickly, and ability to work effectively in a fast-paced technical environment.
• Experience troubleshooting complex, distributed, highly available, or large-scale enterprise environments.
• Ability to manage customer issues in accordance with established Service Level Agreements (SLAs).
• Experience documenting troubleshooting activities, technical findings, resolutions, and recommendations for both customers and internal teams.
• Ability to collaborate effectively with Engineering, R&D, Product, and other cross-functional teams.
• Experience facilitating root cause investigations and supporting the implementation of corrective and preventive actions.