Technical Support Engineer, Cortex XSOAR

Your Career

Join our innovative team at Palo Alto Networks where youll play a vital role in shaping the future of security operations through our cutting-edge Cortex XSOAR platform. 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 exceptional technical support managing escalations and ensuring customer satisfaction.

In this role you will provide post-sales technical support to Palo Alto Networks End User Customers via phone email and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development Sales Q/A and Marketing to build a positive customer experience.

Your Impact

• 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 and user experience.

• 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 :

• 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.

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 evolves. As threats and technology change 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.

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/commissioned roles) is expected to be between $88400 - $143000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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