Technical Support Engineer

4 weeks ago

Plano, Texas, United States Palo Alto Networks Full time
About the Role

We are seeking a highly motivated and customer-focused Technical Support Engineer to join our Cortex XSOAR support team at Palo Alto Networks. As a key member of our global support team, you will play a vital role in shaping the future of security operations through our cutting-edge Cortex XSOAR platform.

Key Responsibilities
  • Provide exceptional technical support to Palo Alto Networks End User Customers via phone, email, and web.
  • Manage support cases from recording to resolution, including timely follow-ups and updates.
  • 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.
  • Collaborate with the Engineering team to influence product operability and user experience.
  • Travel to customer sites for critical situations, expediting resolutions as needed.
  • Participate in weekend on-call rotation and provide after-hours support as required.
Requirements
  • Excellent customer service skills, supported by previous experience in a customer-facing technical support role.
  • 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.
  • 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.
  • Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.
  • A bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous).
About Us

Palo Alto Networks is a leader in the cybersecurity industry, and our technical support team is critical to our success and mission. As part of this team, you will 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.

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.

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