Sr Technical Support Engineer United States Government XSOAR

Your Career

We are looking for a highly motivated and customerfocused 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 userreported 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 customerreported 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

• 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 
• Strong 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 customerfacing technical support position as Senior Support Engineer or as Escalations Engineer in Cybersecurity
• SOAR platform experience a plus writing new and expanding new playbooks using automation and scripting tools

Nice to have

• Excitement for working with automation tools
• SOC experience

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 fastpaced and interesting mix of technical challenges in an extremely fastgrowing environment. You will receive the training necessary to become an expert within the technical support team!

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 nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $108000 $175200/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.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.