Palo Alto Sr Technical Support Engineer United States Government XSOAR 

United States, Texas, Plano 

765936560

This is a 2nd shift role.

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

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

Your Experience

• BS/MS engineering, equivalent technical degree or equivalent military experience, or relevant experience required
• Minimum 5+ years of relevant experience in network or security products
• Able to troubleshoot and be a problem solver with analytical proficiency in Linux
• Hands on scripting skills - Javascript OR Python OR Powershell
• Intermediate knowledge of REST API or similar
• Must have knowledge on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools
• Excellent customer service skills
• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer in Cybersecurity
• SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools

Nice to have

• Excitement for working with automation tools
• SOC experience

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/com-missioned roles) is expected to be between $108000 - $175200/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.