Sr. Technical Support Engineer, Focused Services

Job Summary Job Summary As a Technical Support Engineer for Cortex XSOAR, you will be a key member of our global support team, dedicated to providing a world-class customer experience. You will leverage your technical expertise to resolve complex issues, manage escalations, and serve as a trusted advisor for our customers, ensuring they maximize the value of our security orchestration and automation platform. Key Responsibilities Respond to and resolve customer-reported issues via tickets, phone, and remote sessions, adhering to established service level agreements. Perform advanced application and OS-level troubleshooting to diagnose complex technical problems in customer environments. Proactively collaborate with engineering and other teams to identify the root cause of faults (code, environment, configuration) and assist in implementing fixes. Challenge curiously by providing timely and detailed feedback to the development team on customer-reported product issues to drive product improvement. Meticulously document all troubleshooting steps and customer interactions to ensure clear communication and knowledge sharing. Lead root cause analysis investigations and manage the implementation of corrective and preventative actions to prevent future occurrences. Empower others by creating and contributing to knowledge base articles, best practice guides, and other customer-facing resources. Qualifications Required Qualifications Minimum 5 years of experience in a customer-facing technical support role (e.g., Senior Support Engineer, Escalations Engineer). Advanced analytical and troubleshooting proficiency in Linux environments. Demonstrated scripting skills in at least one of the following: Python, Java Script, or Power Shell. Solid understanding of security technologies such as Firewalls, Endpoint Prevention, SIEM, and Vulnerability Management tools. Excellent customer service, communication, and interpersonal skills. Preferred Qualifications Direct experience with a SOAR platform, including writing and expanding playbooks using automation. Broader cybersecurity industry knowledge and hands-on experience. Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant industry certifications (e.g., Comp TIA Security+, GIAC). 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 accommodations@paloaltonetworks.com. 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. Please use this form to provide us with information that will help direct your request and find your data in all of our systems