Palo Alto Networks
Sr Technical Support Engineer, Cortex XSOAR
Palo Alto Networks, Plano, Texas, us, 75086
Company Description
Our Mission
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.
Job Description
Your Career
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.
Your ImpactOffer technical support to customers and partnersEffectively manage support cases from recording to resolution, including timely follow-upsConduct fault isolation and root cause analysis for technical issuesAuthor Technical Support Bulletins and other technical documentation in the Knowledge BaseReview technical content for training, marketing, manuals, and troubleshooting guidesProvide configurations, troubleshooting, and best practices to customersCollaborate with the Engineering team to influence product operability and user experienceTravel to customer sites for critical situations, expediting resolutions as neededParticipate in weekend on-call rotation and provide after-hours support as requiredCommunicate complex technical issues effectively to internal and external stakeholdersQualifications
Your Experience
Excellent customer service skills, supported by previous experience in a customer-facing technical support roleExperience with SOAR platformsStrong analytical troubleshooting skills in Linux, displaying problem-solving abilitiesIndependent troubleshooting ability in diverse, complex environments with mixed applications and protocolsFamiliarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email RoutingScripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasetsFundamental understanding of container services (Docker, Kubernetes, etc.) and Cloud infrastructure (AWS, Google, Azure or OCI) is a plusAbility to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teamsExperience working in a collaborative, 24x7 uptime environment with on-call responsibilitiesA bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous)
Additional Information
The Team
Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
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 non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94000 - $152000/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
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't 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 accommodations@paloaltonetworks.com.
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.
Our Mission
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.
Job Description
Your Career
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.
Your ImpactOffer technical support to customers and partnersEffectively manage support cases from recording to resolution, including timely follow-upsConduct fault isolation and root cause analysis for technical issuesAuthor Technical Support Bulletins and other technical documentation in the Knowledge BaseReview technical content for training, marketing, manuals, and troubleshooting guidesProvide configurations, troubleshooting, and best practices to customersCollaborate with the Engineering team to influence product operability and user experienceTravel to customer sites for critical situations, expediting resolutions as neededParticipate in weekend on-call rotation and provide after-hours support as requiredCommunicate complex technical issues effectively to internal and external stakeholdersQualifications
Your Experience
Excellent customer service skills, supported by previous experience in a customer-facing technical support roleExperience with SOAR platformsStrong analytical troubleshooting skills in Linux, displaying problem-solving abilitiesIndependent troubleshooting ability in diverse, complex environments with mixed applications and protocolsFamiliarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email RoutingScripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasetsFundamental understanding of container services (Docker, Kubernetes, etc.) and Cloud infrastructure (AWS, Google, Azure or OCI) is a plusAbility to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teamsExperience working in a collaborative, 24x7 uptime environment with on-call responsibilitiesA bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous)
Additional Information
The Team
Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
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 non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94000 - $152000/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
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't 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 accommodations@paloaltonetworks.com.
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.