- At Palo Alto Networkseverything 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 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!.
- Your Career.
- We are looking for a highly motivated and customerfocused professional.
- As a key member of the Cortex XSOAR support team, you will support our premium customers by providing technical support and managing tier3 escalations in an effective, friendly, and efficient manner, Your Impact.
- Respond to userreported 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 customerreported 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.
Minimum Qualifications.
At least 5 years of experience in customerfacing 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.
Exprience 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.
