Sr. Technical Support Engineer – Xsoar
| Company | Palo Alto Networks |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
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
- 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
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
Preferred Qualifications
- Excitement for working with automation tools
- SOC experience