Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Respond to user-reported issues within established SLA's
- 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 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
Minimum Qualifications
- At least 5 years of experience in customer-facing 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.
If you are highly-motivated and do not shy away from tough challenges, come join our mission to secure our digital way of life. You'll be working with some of the brightest minds in the industry and help shape the future of security operations. The role offers a fast-paced and interesting mix of technical challenges in an extremely fast-growing environment. You will receive the training necessary to become an XSOAR expert within the wider technical support team.
Covid-19 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 in-person 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.
