Technical Services Manager - Cortex Xpanse Xsoar jobs at Palo Alto in India, Bengaluru

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

[Input by recruiter and audited by recruiting specialist]

Your Impact

• [Input by recruiter and audited by recruiting specialist]

Your Experience

• [Input by recruiter and audited by recruiting specialist]

The Team

[Input by recruiter and audited by recruiting specialist]

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Build Terraform code and terragrunt terragrunt
• Build automation work follow using python or go code
• Build BGP and networking monitoring/ remediation tools
• Engage with customers on escalations to provide remediation
• Software Architecture and Scalability: Design and enhance software architecture to improve scalability in networking like BGP, OSPF, service reliability, capacity, and performance
• Collaborate with development teams to ensure applications align with infrastructure requirements, focusing on scalability and reliability
• Automation and Infrastructure Provisioning: Write automation code for provisioning and operating infrastructure at a massive scale
• Work with Dev/QA teams to build pipelines and automation for delivering and deploying applications to production
• On-call Support and Incident Resolution: Participate in occasional on-call rotations to support the infrastructure
• Investigate incidents, formulate hypotheses, and identify root causes to solve issues promptly
• Write postmortem reviews and provide remediation recommendations
• Cross-Functional Collaboration: Provide technical assistance to Systems Administrators (SA), Systems Engineers (SE), Customer Support (CS), and Professional Services (PS) teams regarding the product
• Identify missing product features and communicate them to the Product Management (PM) teams
• Customer Interaction and Collaboration: Work with external parties and clients, participating in Proof of Concept (POC) and Proof of Value (POV) activities with SEs and SASE architects for customers
• Conduct customer training sessions and technical webinars
• Identify gaps and collaborate with PMs to make features accessible to customers
• Continuous Improvement: Collaborate with PMs to characterize new features and establish a vision for the product's evolution
• Actively seek ways to enhance the infrastructure, streamline processes, and improve overall system efficiency

Your Experience

• Bachelor's or higher degree in Computer Science, Engineering, or related field or equivalent military experience required
• CCIE in switching, routing
• Strong knowledge of IPv6, and Nat64, IPv6 subnetting
• Proven experience in designing, implementing, and maintaining scalable and reliable infrastructure
• Strong proficiency in automation scripting and infrastructure as code (IaC)
• Excellent problem-solving skills and the ability to troubleshoot complex issues
• Effective communication skills, both written and verbal
• Experience working in collaborative, cross-functional environments
• Demonstrated ability to lead and mentor teams
• Python/Go programming
• Additional Requirements: Availability for occasional on-call support
• Willingness to engage with customers directly and represent the technical aspects of the product

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 $151600/YR - $245293/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Collaborate and partner with Sales Engineering, Sales Operations, Legal, InfoSec, Product Management, and other resources to develop compelling proposal responses for complex opportunities
• Lead the end-to-end proposal development process, from initial RFP/RFQ/RFI review to final submission
• You will develop all proposal response materials including proposal outline, compliance matrix, proposal management plan, proposal kick-off meeting materials, writing templates and plans, and desktop publishing (DTP) of the final response
• Write, edit, proof, organize, format and produce proposals to enhance business development
• Foster strong working relationships with internal stakeholders, and coordinate with subject matter experts (SMEs) to gather and incorporate technical, financial, and operational information
• Identify and mitigate risks related to proposal development and submission
• Ensure win themes, differentiators are included in the proposal and deliver a compelling response to the customer or partner
• Develop reusable and boilerplate content
• Leverage content management platforms, project management applications, and AI to develop content and manage tasks
• Develop timelines and ensure that key deal milestones and deadlines are met
• Be an integral part of a growing team at Palo Alto Networks

Your Experience

• 10+ years’ experience managing in delivering compliant, compelling proposal responses to customers in various types of commercial industries and channel partners
• Proven track record of successfully managing and winning competitive proposals.
• Experience using Responsive (formerly RFPIO proposal automation software) and Asana is preferred
• Ability to deconstruct requirements and develop a compliance matrix
• Strong business and IT modernization acumen including Cyber Security, Networking, and Artificial Intelligence
• Experience in SLED (State, Local, and Education) and Federal is highly preferred
• Experience working for a technology company is highly preferred
• Strong verbal and written English communication skills
• Ability to work independently in fast paced environment
• Well-organized with a very high attention to detail and accuracy with data
• Bachelor Degree required or equivalent experience

Preferred Technical and Professional Expertise

• Proven ability to articulate and write compelling, business-outcome focused, value propositions
• Operate independently to develop proposal outlines, compliance matrices, proposal schedules, and provide leadership and direction to cross-functional teams
• Proficient in Microsoft Office, Google Workplace, and Adobe
• Proven success in a partner-driven environment (FSI/VAR/DISTI)
• Experience in working with cross-functional teams
• Simplicity - must be able to make complex issues easy to understand

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As a Platinum Support Engineer, you will work firsthand with our valued Platinum customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.

Your Impact

• Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Provide technical services around Cloud and Network Security technologies, troubleshooting and best practices observations to customers
• Meet enhanced response SLA’s for customers who purchase our Platinum Support Offering
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Work directly with ETAC and Engineering to get customer issues resolved
• Have a thorough understanding of software release and bug cycles
• Conduct multi-vendor troubleshooting
• Has visibility across the entire organization and Executive Leadership
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc

Your Experience

• 5+ years related experience
• Required experience with TCP IP
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• In-depth experience in routing and switching (OSPF, BGP, VLAN)
• Experience with security (IPSEC, SSL-VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)
• Excellent written and verbal communication skills
• Knowledge of VM and multi cloud environment is good to have
• Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products, ZScaler a plus
• Advanced certifications such as CCIE/JNCIE/PCNSE - an advantage
• Flexibility to work shift hours as required, including afternoons, evenings, and weekends
• Shift timings: 6:30 AM - 3:30 PM

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.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Escalation Leadership

• Ownership for driving progress and resolution of customers' critical issues
• Drive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolution
• Drive global consistency across portfolio and customers
• Maintain and improve procedures for customer and field personnel for escalation handling
• Handle direct customer leadership and technical audiences as appropriate

Expedite Resolution

• Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
• Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
• Clear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to it
• Interlock with Executive Sponsors to help resolve roadblocks in a timely manner

Communication and Reporting:

• Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
• Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO.
• Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications.

Risk Management

• Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
• A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success
• Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives

Retrospective and Preventive Measures:

• Retrospectives and PostMortem to help improve the process/system/product
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
• Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
• Understanding of techniques to predict risks using data and AI models and systematic approach to address
• co-create and pilot proactive programs to reduce likelihood of customer and field escalations

Your Experience

• Customer Experience
• 10+ years of customer-facing sales and/or service delivery roles
• Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
• Customer centric attitude and focus on providing best-in-class service for customers and collaborators
• Program/Project management :Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
• Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
• Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
• Collaboration and Influence : Strong capacity for Influencing, negotiating, and delegating efforts
• Ability to work in a fast-paced, challenging environment with global customers
• Leadership and communication skills: Experience in being able to effectively lead and motivate a team of cross functional professionals.
• Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
• Technical skills : Experience with Networking/Security Products
• Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.
• Experience with VPN (IPSec, SSL tunnels) technologies
  

Your Impact

• Ownership for driving progress and resolution of customers' critical issues
• Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
• Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
• Creative thinking, adaptability, and versatility
• Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
• Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

This role is client-facing and requires the Principal Consultant to lead and produce deliverables based on reactive services client engagements. The Principal Consultant will work directly with multiple customers and key stakeholders (Admins, C-Suite, etc) to manage incident response engagements and provide guidance on longer term remediation.

Your Impact

• Perform reactive incident response functions including but not limited to - host-based analysis functions through investigating Windows, Linux, and Mac OS X systems to identify Indicators of Compromise (IOCs)
• Examine VPN, firewall, web, database, and other log sources to identify evidence of malicious activity
• Investigate data breaches leveraging Incident Response, cyber forensic, and security orchestration technologies tools to determine source of compromises and malicious activity that occurred in client environments
• Manage incident response engagements to scope work, guide clients through forensic investigations, contain security incidents, and provide guidance on longer term remediation recommendations
• Ability to perform travel requirements as needed to meet business demands (on average less than 20%)
• Mentorship of team members in incident response and forensics best practices

Your Experience

• 8+ years of incident response or digital forensics consulting experience with a passion for cyber security
• Strong leadership skills including experience managing a team or individuals
• Experience with leading complicated engagements including scoping, interfacing with the client, and have executed on a technical front
• Proficient in enterprise-wide, mass data acquisition and analysis on the host and network level as well as solutions for cyber forensic and Incident Response scenarios
• Experience with working efficiently on the command line and creating automation for Incident Response scenarios
• Incident response consulting experience required
• Identified ability to grow into a valuable contributor to the practice and, specifically
• Have an external presence via public speaking, conferences, and/or publications
• Have credibility, executive presence, and gravitas
• Able to have a meaningful and rapid delivery contribution
• Have the potential and capacity to understand all aspects of the business and an excellent understanding of PANW products
• Collaborative and able to build relationships internally, externally, and across all PANW functions, including the sales team
• Bachelor’s Degree in Information Security, Computer Science, Digital Forensics, Cyber Security or related field or equivalent military experience required
• Fluency in German and English required

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Cortex is expanding. We have the pace of a startup and the resources of the world’s cybersecurity leader. We have hundreds of petabytes of data, waiting for you to process, analyze, and apply your magic to it.
We are looking for an experienced backend engineer, who will join a team that will invent, design, engineer, and build a new set of capabilities focused on Data Analytics and Threat Detection within the top-notch Cortex platform. You will have a truly unique opportunity to influence the development of our product. You will work closely with Product Management and R&D leaders, help define the requirements, and conduct a substantial part of the technical research.

Your Impact

• You will develop a product that will apply the power of the Cortex Platform to solve the challenges of cloud security, with a focus on Data Analytics and Threat Detection
• You will apply your knowledge and experience of cloud development and cybersecurity to design and build and integrate new capabilities into our platform,

Your Experience

• 10+ years experience as an hand-on software development engineer

• 5+ years of experience in designing, building and maintaining scalable cloud server-side applications.
• Experience with SQL or at least 1 leading RDBMS
• Experience with Kubernetes/Docker
• Experience as a technical lead - advantage
• Knowledge of Python/Go - advantage
• Experience in cyber-security - advantage
• Experience with NoSQL databases - advantage

All your information will be kept confidential according to EEO guidelines.