Sr. Technical Support Engineer, United States Government, XSOAR (Working Hours 2:00 pm - 11:00 pm CT)

About the position

At Palo Alto Networks, we are looking for a highly motivated and customer-focused professional to join our global Cortex XSOAR support team. In this role, you will provide technical support to our customer base by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. You will be responsible for responding to user-reported issues, performing advanced troubleshooting, and facilitating root cause investigations.

Responsibilities

• 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.
• 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.

Requirements

• BS/MS engineering, equivalent technical degree or equivalent military experience, or relevant experience required.
• Minimum 5+ years of relevant experience in network or security products.
• Able to troubleshoot and be a problem solver with analytical proficiency in Linux.
• Hands on scripting skills - Javascript OR Python OR Powershell.
• Intermediate knowledge of REST API or similar.
• Must have knowledge on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools.
• Excellent customer service skills.
• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer in Cybersecurity.

Nice-to-haves

• Excitement for working with automation tools.
• SOC experience.
• SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools.

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees.
• Mental and financial health resources.
• Personalized learning opportunities.