Senior Technical Support Engineer, Emea

hace 2 semanas

Madrid, Madrid, España Palo Alto Networks A tiempo completo
Company Description

Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before.

We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback - it is about flexibility, trust, and choice whenever possible. It's been a journey of disruption that has yielded the best of our values.

We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.


Job Description:

Your Career


We expect office-based employees to be in the office four days per week, with one day working from where they choose.

We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally.

These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive.

Like so many companies, we are working through the details and things could change.

but in general if a role is deemed office-based we want our teams to be together four days per week.


Your Impact

  • Respond to userreported issues in adherence to established Service Level Agreements
  • Triage customerreported issues and respond to them via the ticketing system, phone, or remote sessions
  • Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
  • Provide timely feedback into the development process on customerreported product problems
  • Document actions to effectively communicate information internally and to customers
  • Facilitate root cause investigations and manage the implementation of corrective and preventative measure

Qualifications:

Your Experience

  • Excellent customer service skills
  • Previous experience in at least one customerfacing technical support position as a Senior Support Engineer or as an Escalations Engineer
  • Able to troubleshoot and be a problem solver with analytical proficiency in Linux
  • Scripting skills (JS\Python\Powershell)
  • Attention to detail, fast learner, and excellent communication skills.
  • Be able to communicate technical information in a simplified, easytounderstand manner
  • Cybersecurity knowledge and experience advantage
Additional Information

The Team
The TeamXSOAR is a Security Orchestration, Automation, and Response family of products that were formerly developed by Demisto (acquired in XSOAR is a comprehensive Security Operations Platform that combines full case management, intelligent automation, and collaborative investigation.

During 2020 we added a new module to the platform - Threat Intelligence Management, as we continue to lead the market of SOAR with innovation.


Our teams focus on innovating the most advanced SOAR platform, adding more integrations to 3rd party products, covering more use cases and more automation as well as expanding the threat intelligence capabilities of XSOAR.

If you are highly motivated, and competitive, and do not shy away from tough challenges, come join our mission and become part of some of the best minds in the world to shape the future of security operations.

The role offers a fast-paced and interesting mix of technical challenges in an extremely fast-growing environment. You will receive the training necessary to become an expert within the technical support team

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.

All your information will be kept confidential according to EEO guidelines.

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