Sr. Technical Support Engineer, Focused Services, Cortex XSOAR

Palo Alto Networks

About The Position

As a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. You will serve our customer base by providing tailored technical support, managing escalations, and conducting weekly reviews and root cause analysis for critical issues. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and stronger cybersecurity.

Requirements

5+ years of relevant support experience
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.
A bachelor's degree in computer science or related discipline or equivalent military experience required

Nice To Haves

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.

Responsibilities

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
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.