Technical Support Engineer, Cortex XSOAR

Palo Alto Networks•Plano, TX

3d•$88,400 - $143,000

About The Position

Join our innovative team at Palo Alto Networks, where you’ll 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.

Requirements

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.

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 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.