Sr. Technical Support Engineer, Focused Services
Core
Resolve complex technical issues and manage escalations for the Cortex XSOAR security orchestration and automation platform, serving as a trusted advisor to customers.
Role type
Senior IC Technical Support Engineer (Security Orchestration)
Builds
Customer trust and platform adoption for Palo Alto Networks' security automation solutions
Domain
Cybersecurity / Security Orchestration and Automation (SOAR)
Deliverable
client delivery
Required skills
Advanced Linux troubleshooting, Scripting (Python/JavaScript/PowerShell), Root cause analysis, Security technology knowledge (Firewalls, SIEM, EPP)
Preferred skills
SOAR platform experience (playbook writing/expansion), Broad cybersecurity industry knowledge
Technologies
Cortex XSOAR, Linux, Python, JavaScript, PowerShell, Firewalls, SIEM, Endpoint Prevention
Responsibilities
Respond to and resolve customer-reported issues via tickets, phone, and remote sessions; Perform advanced application and OS-level troubleshooting; Collaborate with engineering to identify root causes and implement fixes; Lead root cause analysis investigations; Create and contribute to knowledge base articles and best practice guides
Seniority
Senior, hands-on IC
