Sr. Technical Support Engineer, Focused Services, Cortex XSOAR

Customer Advocate

At Palo Alto Networks®, we're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

As a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. You will serve our customer base by providing tailored technical support, managing escalations, and conducting weekly reviews and root cause analysis for critical issues. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and stronger cybersecurity.

Key Responsibilities

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Communicate complex technical issues effectively to internal and external stakeholders
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Qualifications

Required Qualifications:

• 5+ years of relevant support experience
• Experience with SOAR platforms.
• Strong analytical troubleshooting skills in Linux, displaying problem-solving abilities.
• Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols.
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, Email Routing.
• Scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets.
• Fundamental understanding of container services (Docker, Kubernetes, etc.) and Cloud infrastructure (AWS, Google, Azure or OCI) is a plus.
• Ability to navigate and adapt to a fast-paced environment and efficiently collaborate with cross-functional teams.
• A bachelor's degree in computer science or related discipline or equivalent military experience required

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 the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$103,400.00 - $167,200.00/yr

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at View email address on click.appcast.io.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes