Sr. Technical Support Engineer, United States Government, Cortex XSOAR

$108,000 - $175,200/Yr

Palo Alto Networks - Plano, TX

Full-time - Mid Level

Plano, TX

Professional, Scientific, and Technical Services

About the position

The Sr. Technical Support Engineer for the United States Government at Palo Alto Networks is responsible for providing exceptional technical support for the Cortex XSOAR product. This role involves responding to customer inquiries, managing escalations, and performing advanced troubleshooting to ensure customer satisfaction and adherence to service level agreements. The engineer will work closely with various teams to identify and resolve issues, document actions, and facilitate root cause investigations.

Responsibilities

• 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

Requirements

• 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
• Strong 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-haves

• Excitement for working with automation tools
• SOC experience

Benefits

• FLEXBenefits wellbeing spending account
• Mental and financial health resources
• Personalized learning opportunities
• Restricted stock units
• Bonus opportunities