Senior Technical Support Engineer, Focused Services, XSOAR

Job Title

We are looking for a highly motivated and customer-focused professional.

Job Description

As part of the highest-level support services for Cortex XSOAR, you will serve our top customer base by providing technical support, proactively addressing customer concerns, answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.

Your Impact

• Expert Triage: Act as the primary point of contact for complex, user-reported issues, resolving them via ticketing systems, phone, or remote sessions with high-touch professionalism.
• System Diagnostics: Accurately identify whether faults originate within custom code, environment variables, or product configurations, collaborating directly with Engineering to implement permanent fixes.
• Product Evolution: Transform customer feedback and recurring technical hurdles into actionable insights for the Development team to improve product stability and user experience.
• Knowledge Leadership: Standardize and document technical solutions and "lessons learned" to empower the internal global support team and the broader customer community.
• Incident Management: Facilitate the deployment of corrective and preventative measures for mission-critical customer environments.

Your Experience & Qualifications

The Essentials (Mandatory)

• Customer Advocacy: 3–5+ years in a senior or escalation-level technical support role, with a proven ability to maintain composure and clarity in high-pressure situations.
• Network & Security Fundamentals: Deep understanding of enterprise network architecture (proxies, engines, etc.) and security technologies, including Firewalls, SIEM, and Endpoint Protection (EDR).
• Linux Proficiency: Solid working knowledge of Linux/Unix environments for log analysis and system performance monitoring.
• API & Cloud Fluency: Practical experience with REST APIs, including troubleshooting authentication, headers, and JSON payloads—essential for modern cloud-based integrations.
• Communication Mastery: Fluent verbal and written skills, with the ability to translate complex technical jargon into clear, actionable advice for stakeholders.

The Extras (Plus)

• Scripting Literacy: Ability to read and debug Python or JavaScript to better understand integration behavior (even if not writing new code).
• Containerization: Familiarity with Docker and container orchestration, as it relates to running integrations in isolated environments (Highly Valued).
• Windows Ecosystem: Knowledge of Windows OS and troubleshooting endpoint-level issues (A significant bonus for cross-product support).
• Data Querying: Experience with XQL or SQL for data analysis and advanced searching.
• SOAR Platform Expertise: Previous experience building or managing playbooks and automations within a SOAR environment.
• Cybersecurity Domain: Background in SOC operations or incident response, or related certifications (CISSP, GCIH), to better understand the customer's workflow.

Additional Information

XSOAR is a Security Orchestration, Automation and Response family of products that were formerly developed by Demisto (acquired in 2019). XSOAR is a comprehensive Security Operations Platform that combines full case management, intelligent automation, and collaborative investigation. During 2020 we added a new module to the platform - Threat Intelligence Management, as we continue to lead the market of SOAR with innovation. Our teams focus on innovating the most advanced SOAR platform, on adding more integrations to 3rd party products, covering more use cases and more automations as well as expanding the threat intelligence capabilities of XSOAR. If you are highly motivated, competitive, and do not shy away from tough challenges, come join our mission and become part of some of the best minds in the world to shape the future of security operations. The role offers a fast-paced and interesting mix of technical challenges in an extremely fast-growing environment. You will receive the training necessary to become an expert within the technical support team!

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? No. Please note that we will not sponsor applicants for work visas for this position.