Sr. Technical Support Engineer, XSOAR

Palo Alto Networks is seeking a highly motivated and customer-focused Sr. Technical Support Engineer for the global Cortex XSOAR support team. This role involves providing technical support to customers by responding to inquiries, managing escalations, and performing advanced troubleshooting at application and OS levels. The engineer will identify faults, collaborate with development teams for fixes, provide product feedback, document actions, and facilitate root cause investigations to ensure customer satisfaction and adherence to service level agreements.

Must Have

• Respond to user-reported issues adhering to SLAs
• Triage customer issues via ticketing, phone, or remote sessions
• Perform advanced troubleshooting at application and OS levels
• Identify fault areas (code, environment, configuration)
• Work with appropriate teams to implement fixes
• Provide timely feedback to the development process
• Document actions for internal and customer communication
• Facilitate root cause investigations and implement corrective measures
• Excellent customer service skills
• Previous experience as Senior Support Engineer or Escalations Engineer
• Proficiency in Linux troubleshooting and problem-solving
• Strong scripting skills (JavaScript, Python, PowerShell)
• Knowledge of Security Technologies (Firewalls, Endpoint prevention, SIEM, Vulnerability management)
• Minimum 5 years of relevant experience
• Strong communication skills

Good to Have

• SOAR platform experience (writing new and expanding new playbooks using automation and scripting tools)
• Cybersecurity knowledge and experience

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.

Who We Are

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

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 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
• Minimum 5 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 challenges in an extremely fast-growing environment. You will receive the training necessary to become an expert within the technical support team!

Our Commitment

We’re problem solvers that 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 accommodations@paloaltonetworks.com.

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.