Staff Support Enablement and Escalations Engineer, Cortex XSOAR

Your Career

The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the new product lifecycle provide training assist a support engineer with a customer issue replicate a complex issue in our lab evaluate customer network design or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross-functional teams such as developers product management sales and also particular you will be engaging with Cortex XSOAR The industrys most comprehensive SOAR platform and with our shiny new Cortex Agentix.

Your Impact

• Continuously improving Support escalations to Engineering (process and quality) in a fast paced environment in a large scale

• Enablement of the TAC teams - assist with ad hoc Q&A and structured training throughout the year

• Ownership of critical issues. This doesnt always mean being responsible for the case the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and engineering on a replication or verification sending guidelines and communicating updates

• New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support an Enablement engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests

• Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers BBLs or TOIs

• Develop tools for TAC For better visibility and troubleshooting

• Filling in the gaps. Sometimes there are opportunities to catch a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience cost reduction or better security

Qualifications :

Your Experience 

• 7 years in support roles working directly with large global customers and partners in addition to internal teams (such as DevOps Engineering QA Product managers..)

• Excellent written and verbal interpersonal skills with strong presentation abilities. 

• Basic networking knowledge - Ability to independently debug broad complex and unique environments with mixed applications and protocols 

• API/Integration Experience: Experience working with third-party APIs and designing/reviewing technical requirements for tool integrations.

• The ability to read source code (C/C/Python..) 

• Strong scripting skills (JS/Python/Powershell)

• Experience training internal technical teams

Nice to Have

• Experience as an Enablement Engineer or an Escalations Engineer.

• Prior experience with SOAR platforms especially in writing modifying and troubleshooting playbooks to automate incident handling.

• Experience with Windows OS based applications (Installation troubleshooting Debugging).

• Understanding of SOC workflows incident response processes and integration between detection investigation and remediation tools.

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 providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it just evolves. Our technical team provides the behind-the-scenes support to meet our customers needs. As threats and technology evolve we stay in step to accomplish our mission. Youll 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 youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Were a fast-growing immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks protecting everyday transactions in the digital environment. It means were good at scaling quickly to new threats get fulfillment from resolving new problems and think about things just plain differently.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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  .

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.

Remote Work :

No

Employment Type :

Full-time