Sr Technical Support Engineer, Cortex XSOAR

Job Description

Your Career

Join our innovative team at Palo Alto Networks, where you’ll play a vital role in shaping the future of security operations through our cutting-edge Cortex XSOAR platform. We are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSOAR support team, you will serve our customer base by providing exceptional technical support, managing escalations, and ensuring customer satisfaction.

In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build a positive customer experience.

Your Impact

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 and user experience

Travel to customer sites for critical situations, expediting resolutions as needed

Participate in weekend on-call rotation and provide after-hours support as required

Communicate complex technical issues effectively to internal and external stakeholders