Sr. Technical Support Engineer, Focused Services

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. 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, JavaScript, or PowerShell. 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., CompTIA 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 accommodationspaloaltonetworks.com . Palo Alto Networks is an equal opportunity employer. We ... (truncated, view full listing at source)