Technical Support Engineer - Cortex Xsoar

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

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 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 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, 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 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

Qualifications

Your Experience

BE / B.Tech engineering, equivalent technical degree

Minimum 3+ years of relevant experience in network or security products

Working knowledge on Python scripting, API troubleshooting

Able to troubleshoot and be a problem solver with analytical proficiency

Vast knowledge on Security Technologies, Endpoint prevention

Excellent customer service skills

Previous experience in at least one customer-facing technical support position as Support Engineer or as Escalations Engineer in Cybersecurity

Must have knowledge and experience in network / Cybersecurity industry

Additional Information

The Team

Our technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs. As threats and technology evolve, 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.

We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

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.