Senior Technical Support Engineer Focused Services - Cortex XSOAR
Senior Technical Support Engineer Focused Services - Cortex XSOAR
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Job Description
Your Career
We are looking for a highly motivated and customerfocused professional. As a key member of the Cortex XSOAR support team you will support our premium customers by providing technical support and managing tier3 escalations in an effective friendly and efficient manner.
Your Impact
- Respond to userreported issues within established SLAs
- 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 teams 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
Minimum Qualifications
- At least 5 years of experience in customerfacing technical support positions as Senior Support Engineer Escalations Engineer or similar
- Strong troubleshooting problem solving and analytical skills
- Proficiency in Linux and scripting (JS Python or PowerShell)
- Excellent customer service and communication skills
Preferred Qualifications
- Experience with SOAR platforms
- Experience writing new and expanding new playbooks using automation and scripting tools
- Knowledgeable and experience working on cybersecurity technologies such as Firewalls Endpoint SIEM or Vulnerability Management tools
Additional Information :
The Team
XSOAR is a comprehensive Security Operations Automation and Response Platform that combines full case management intelligent automation and collaborative investigation. During 2020 we added a new module to the platform named 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 thirdparty products covering more use cases and more automations as well as expanding the threat intelligence capabilities of XSOAR .
If you are highlymotivated and do not shy away from tough challenges come join our mission to secure our digital way of life. Youll be working with some of the brightest minds in the industry and help 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 XSOAR expert within the wider technical support team.
Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.
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.
Covid19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires inperson customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements please inquire with the recruiter.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
