Sr. Technical Support Engineer, United States Government, XSOAR - job 1 of 2

As a Senior Technical Support Engineer at Palo Alto Networks, your key responsibilities include addressing and troubleshooting user-reported issues per established Service Level Agreements (SLAs). You'll manage incoming support inquiries through a ticketing system or direct communications, providing effective solutions and insights. Advanced troubleshooting at both the application and OS levels will be essential, as well as facilitating root cause investigations and implementing necessary corrective actions. Your role will also involve documenting issues and communicating effectively with both colleagues and customers.

To qualify for the Senior Technical Support Engineer position at Palo Alto Networks, candidates are required to hold a BS/MS in engineering or a related technical degree, or possess equivalent military or relevant experience. Additionally, a minimum of 5 years in network or security products is necessary, alongside strong troubleshooting skills in Linux and hands-on scripting knowledge in JavaScript, Python, or PowerShell. Familiarity with REST APIs and security technologies like firewalls and endpoint prevention is also preferred.

Prior experience in cybersecurity is highly desirable for the Senior Technical Support Engineer position at Palo Alto Networks. Candidates should have experience in a customer-facing technical support role, such as a Senior Support Engineer or Escalations Engineer. Experience with SOAR platforms, including creating and expanding playbooks using automation and scripting tools, will give applicants an advantage in this multifaceted position.

As a Senior Technical Support Engineer at Palo Alto Networks, you will have the opportunity to enhance a variety of skills. You'll develop advanced troubleshooting techniques and gain a deeper understanding of security operations and products. Through collaboration with different teams, you will polish your communication and problem-solving skills. Furthermore, you will refine scripting abilities and gain expertise in managing complex technical issues that affect a global customer base.

The support team culture at Palo Alto Networks is built on collaboration, learning, and innovation. The team values open communication and respects the unique contributions of each member, fostering an inclusive environment. With a focus on personal growth, employees are encouraged to participate in ongoing training and development opportunities. You can expect a supportive atmosphere that celebrates diversity, encourages curiosity, and empowers you to impact cybersecurity positively.

To effectively prioritize multiple technical issues, I focus on the severity and impact of each issue on customers. I typically assess whether the problem disrupts critical operations or affects a large user base and prioritize accordingly. Implementing frameworks such as prioritizing by urgency helps me systematically address issues while ensuring timely communication with the customers involved.

Throughout my career, I have extensively worked with various security products, which has equipped me with a comprehensive understanding of their functionalities. My approach involves thorough analysis of the reported issue, isolating factors that contribute to the problem, and employing systematic troubleshooting techniques to identify the root cause effectively. This hands-on experience allows me to propose effective solutions tailored to customer needs.

I rely on clear and precise documentation to communicate technical resolutions. I usually employ a ticketing system to record detailed information about each issue, including action steps taken, resolutions found, and follow-up actions if required. This process ensures that information is easily accessible for future reference and facilitates consistent communication with both team members and customers.

I dedicate time weekly to reading industry news, participating in webinars, and engaging with professional communities related to cybersecurity. By attending conferences and networking events, I gain valuable insights into emerging trends and tools. This ongoing learning approach ensures that I can provide customers with the most relevant and effective solutions in my role.

In a previous role, I encountered a particularly complex issue involving multiple security layers that were affecting performance. By methodically analyzing the problem and coordinating with various teams, I identified the root cause as a misconfiguration in the firewall settings. I then communicated effectively with the customer, providing a resolution proposal that not only rectified the current issue but also prevented future occurrences.

I am proficient in Python and PowerShell. I have utilized these languages to automate repetitive tasks such as data extraction and reporting, creating scripts that enabled faster troubleshooting processes. Additionally, I have written custom scripts to integrate various security tools, thereby enhancing our operational efficiency and response time.

In high-pressure situations, I maintain a calm demeanor and focus on active listening to understand the customer's concerns. I prioritize empathy, assuring them that I am dedicated to resolving their issue swiftly. I strive to communicate transparently about the steps I am taking, which helps to alleviate their stress and builds trust during the process.

My understanding of SOAR platforms is that they enable organizations to streamline their security operations by automating repetitive tasks, integrating cyber threat intelligence, and providing a comprehensive case management environment. I appreciate their role in improving incident response capabilities and how they allow teams to focus on higher-value tasks rather than manual processes.

Yes, I once dealt with a significant outage attributed to a security update that conflicted with existing configurations. My approach involved quickly gathering information, working alongside the operational team to isolate the causes, and communicating the status updates effectively to affected clients. We implemented a temporary workaround while simultaneously developing a secure and permanent fix based on thorough testing.

I want to work for Palo Alto Networks because I admire its commitment to innovation and its mission to enhance cybersecurity for organizations globally. The opportunity to be part of a dedicated team that actively shapes the future of security operations aligns perfectly with my professional values and skill set. I am excited about the potential for growth and impact I can make within a company that prioritizes collaboration and learning.