Senior Technical Support Engineer, Focused Services, XSOAR

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! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary Your Career We are looking for a highly motivated and customer-focused professional. As part of the highest-level support services for Cortex XSOAR, you will serve our top customer base by providing technical support, proactively addressing customer concerns, answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. Your Impact Expert Triage: Act as the primary point of contact for complex, user-reported issues, resolving them via ticketing systems, phone, or remote sessions with high-touch professionalism. System Diagnostics: Accurately identify whether faults originate within custom code, environment variables, or product configurations, collaborating directly with Engineering to implement permanent fixes. Product Evolution: Transform customer feedback and recurring technical hurdles into actionable insights for the Development team to improve product stability and user experience. Knowledge Leadership: Standardize and document technical solutions and lessons learned to empower the internal global support team and the broader customer community. Incident Management: Facilitate the deployment of corrective and preventative measures for mission-critical customer environments. Qualifications Your Experience & Qualifications The Essentials (Mandatory) Customer Advocacy: 3–5 years in a senior or escalation-level technical support role, with a proven ability to maintain composure and clarity in high-pressure situations. Network & Security Fundamentals: Deep understanding of enterprise network architecture (proxies, engines, etc.) and security technologies, including Firewalls , SIEM , and Endpoint Protection ( EDR ). Linux Proficiency: Solid working knowledge of Linux /Unix environments for log analysis and system performance monitoring. API & Cloud Fluency: Practical experience with REST API s, including troubleshooting authentication, headers, and JSON payloads—essential for modern cloud-based integrations. Communication Mastery: Fluent verbal and written skills, with the ability to translate complex technical jargon into clear, actionable advice for stakeholders. The Extras (Plus) Scripting Literacy: Ability to read and debug Python or JavaScript to better understand integration behavior (even if not writing new code). Containerization: Familiarity with Docker and container orchestration, as it relates to running integrations in isolated environments (Highly Valued). Windows Ecosystem: Knowledge of Windows OS and troubleshooting endpoint-level issues (A significant bonus for cross-product support). Data Querying: Experience with XQL or SQL for data analysis and a ... (truncated, view full listing at source)