Associate Customer Success Engineer, Security Automation

$86,000 - $139,500/Yr

Palo Alto Networks - Plano, TX

Full-time - Entry Level

Plano, TX

Professional, Scientific, and Technical Services

About the position

The Associate Customer Success Engineer, Security Automation at Palo Alto Networks is responsible for empowering clients to automate their Security Operations, enhancing analyst processes, and ensuring a return on investment for the XSOAR platform. This role involves providing technical expertise, supporting product adoption, and collaborating with customers to optimize their security operations. The position is integral to the Cortex XSOAR Customer Success organization, focusing on customer engagement and technical support.

Responsibilities

• Provide foundational product-level technical expertise, assisting with account setup, deployment, and basic troubleshooting of Cortex XSOAR.
• Support customers in implementing and customizing automation workflows within their security operations.
• Stay informed about Cortex XSOAR features and share relevant updates with customers.
• Write custom scripts and perform system troubleshooting as part of technical services.
• Help drive product adoption by guiding customers through standard use cases and assisting with the integration of new features.
• Conduct basic training sessions to familiarize customers with Cortex XSOAR functionalities.
• Identify opportunities to enhance automation within the customer's incident response processes.
• Serve as a technical contact, assisting customers in achieving their automation goals and optimizing their security operations.
• Collaborate with account teams to contribute technical input for customer success plans and execution.
• Manage and escalate technical issues, ensuring appropriate resolution with support from senior colleagues.

Requirements

• 2+ years of experience in security operations, incident response, or a related technical field.
• Basic understanding of security products and secure coding practices.
• Ability to deliver entry-level training on product usage and automation practices.
• Familiarity with scripting languages such as Python, PowerShell, or JavaScript for basic customizations.
• Basic Linux system administration and troubleshooting knowledge.
• Understanding of security incident response principles.
• Familiarity with network protocols and troubleshooting tools like tcpdump & Wireshark is a plus.
• 2+ years of relevant experience in customer-facing roles or technical support, with a focus on customer satisfaction.
• Possess problem-solving skills with the ability to solve for moderate complexities where analysis of situations or data requires a review of a variety of factors.
• Exercises judgment within defined procedures and practices to determine appropriate action in prioritizing tasks and handle customer inquiries effectively.
• Basic consultative skills for assisting both enterprise and smaller accounts.

Nice-to-haves

• Experience with implementing or supporting automation workflows within a SOAR platform is a plus.
• Familiarity with network protocols and troubleshooting tools like tcpdump & Wireshark is a plus.

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees.
• Mental and financial health resources.
• Personalized learning opportunities.
• Restricted stock units and a bonus.