Sr. Technical Support Engineer, United States Government, XSOAR (Working Hours 2:00 pm - 11:00 pm CT

ZipRecruiter; Santa Clara (CA); On-site; USD 108,000 - 176,000; Full time

Job summary

Join a forward-thinking company as a technical support professional in cybersecurity. You'll be part of a dynamic team dedicated to providing exceptional support for our innovative Cortex XSOAR platform. This role involves troubleshooting user-reported issues, collaborating with various teams to implement fixes, and contributing to product improvements. With a strong focus on customer service and technical excellence, this position offers a chance to shape the future of cybersecurity. Enjoy a competitive salary and benefits in a collaborative work environment that values diversity and inclusion.

Benefits

FLEXBenefits Wellbeing Spending Account

Mental Health Resources

Financial Health Resources

Personalized Learning Opportunities

Qualifications

• 5+ years experience in network/security products.
• Strong troubleshooting skills and scripting experience.

Responsibilities

• Provide technical support through inquiries and escalations.
• Perform advanced troubleshooting and document actions.
• Lead root cause analyses and collaborate on fixes.

Skills

Troubleshooting Skills in Linux

Scripting Skills in Javascript

Scripting Skills in Python

Scripting Skills in PowerShell

Knowledge of REST API

Understanding of Security Technologies

Excellent Customer Service Skills

Experience in Technical Support Roles

Education

BS/MS in Engineering

Relevant Military Experience

Tools

SOAR Platform Experience

Automation Tools

Job description

Job Description

Company Description

To comply with U.S. federal government requirements, U.S. citizenship is required for this position.

(Working Hours 2:00 pm - 11:00 pm CT)

Our Mission

At Palo Alto Networks, everything starts and ends with our mission: to be 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 challenging and disrupting the status quo, seeking innovators committed to shaping the future of cybersecurity.

Who We Are

We take our mission seriously, relentlessly protecting our customers. We believe each team member's ideas contribute to our success. Our values, crowdsourced from employees, include disruptive innovation, collaboration, integrity, and inclusion.

As part of our team, you'll help shape the future of cybersecurity. We value ongoing learning, respect individual needs, and offer development and wellbeing programs, including our FLEXBenefits wellbeing spending account, mental and financial health resources, and personalized learning opportunities.

We believe in collaboration and in-person interactions, with most employees working full-time from our offices with flexibility where needed, fostering casual conversations and trusted relationships.

Job Description

Your Career

We seek a motivated, customer-focused professional to join the global Cortex XSOAR support team, providing technical support through inquiries, escalations, calls, and emails within SLA guidelines.

Your Impact

• Respond to user-reported issues adhering to SLAs
• Triage customer issues via ticketing, phone, or remote sessions
• Perform advanced troubleshooting at application and OS levels
• Identify faults and collaborate with relevant teams to implement fixes
• Provide feedback for product improvements
• Document actions and communicate effectively internally and externally
• Lead root cause analyses and oversee corrective measures

Qualifications

• BS/MS in engineering, relevant military experience, or equivalent
• 5+ years experience in network/security products
• Strong troubleshooting skills in Linux
• Scripting skills in Javascript, Python, or PowerShell
• Knowledge of REST API or similar
• Understanding of security technologies (firewalls, endpoint prevention, SIEM, vulnerability management)
• Excellent customer service skills
• Experience in technical support roles in cybersecurity
• SOAR platform experience is a plus

Nice to have

• Interest in automation tools
• SOC experience

Additional Information

The Team

XSOAR is a Security Orchestration, Automation, and Response platform, formerly developed by Demisto. It offers case management, automation, and investigation features, with ongoing innovations in threat intelligence and integrations. We seek motivated individuals to join our fast-paced, innovative environment, with training provided to become technical support experts.

Compensation Disclosure

Salary ranges from $108,000 to $175,200 annually, depending on experience and location. Compensation may include stock and bonuses. Benefits details are available on our website.

Our Commitment

We value diversity and inclusion, encouraging applications from all qualified individuals. For accommodations, contact [e-mail].

Palo Alto Networks is an equal opportunity employer. All information will be kept confidential per EEO guidelines.

Immigration Sponsorship

This role is not eligible for immigration sponsorship; we will not sponsor work visas.