Senior Technical Support Engineer, EMEA

4 tygodni temu

Warsaw, Polska Palo Alto Networks Pełny etat
Job Description

Your Career

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 technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements. 

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 positive customer experience.

Your Impact

  • Respond to user-reported issues in adherence to established Service Level Agreements
  • Triage customer-reported issues and respond to them via the ticketing system, phone, or remote sessions 
  • Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise  
  • 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 customer-reported 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 customer-facing 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, easy-to-understand 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 2019). 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 callenge 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 accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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

  • EMEA Senior HRIS Key User

    1 dzień temu

    Warsaw, Polska Daikin Europe Business Support (DEBS) Pełny etat

    EMEA Senior HRIS Key User Miejsce pracy: Warszawa Twój zakres obowiązków Lead (as HRIS project manager) or contribute to HRIS-related projects, such as system upgrades, process improvements, data migration or integrations. Participate in system upgrades or implementations, including testing, documentation, and training. Contribute to maintaining the...

  • Senior Technical Support Engineer, EMEA

    4 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    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. We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy....

  • Senior Technical Support Engineer, EMEA

    4 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    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...

  • Senior Structural Engineer, EMEA

    2 dni temu

    Warsaw, Polska Vantage Data Centers Pełny etat

    About Vantage Data Centers Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience. Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud...

  • Technical Account Manager, AWS Enterprise Support

    1 miesiąc temu

    Warsaw, Polska AWS EMEA SARL (Poland Branch) Pełny etat

    An AWS Technical Account Manager is a trusted advisor and cloud operations architect for our Enterprise Support customers. As a trusted advisor you’ll have a direct impact in helping our customers gain the most value from cloud technology. You’ll craft and execute strategies to drive our customers’ adoption and use of AWS services. This includes a...

  • Technical Account Manager, AWS Enterprise Support

    4 tygodni temu

    Warsaw, Polska AWS EMEA SARL (Poland Branch) Pełny etat

    An AWS Technical Account Manager is a trusted advisor and cloud operations architect for our Enterprise Support customers. As a trusted advisor you’ll have a direct impact in helping our customers gain the most value from cloud technology. You’ll craft and execute strategies to drive our customers’ adoption and use of AWS services. This includes a...

  • Sr Technical Account Manager

    2 miesięcy temu

    Warsaw, Polska AWS EMEA SARL (Poland Branch) Pełny etat

    At AWS Enterprise Support we’re looking for a Technical Account Manager (TAM) to support our customers’ creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data / Analytics, Application-level services, Networking, Serverless and more. The TAM works with customers as trusted advisor and has a...

  • Sr Technical Account Manager

    4 tygodni temu

    Warsaw, Polska AWS EMEA SARL (Poland Branch) Pełny etat

    At AWS Enterprise Support we’re looking for a Technical Account Manager (TAM) to support our customers’ creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data / Analytics, Application-level services, Networking, Serverless and more. The TAM works with customers as trusted advisor and has a...

  • Technical Support Engineer Graduate

    4 tygodni temu

    Warsaw, Polska Parker Hannifin Sales CEE s.r.o. Sp.z o.o.Oddz. w Polsce, Pełny etat

    Technical Support Engineer Graduate Miejsce pracy: Warszawa Your responsibilities Build and develop your expertise in areas such as: Sales, focus on high caliber Customers, both as direct sales to Original Equipment Manufacturers and through distribution channels Customer Service, learn how to manage pricing processes, logistics and customer relationship...

  • Distribution Technical Sales Engineer

    1 miesiąc temu

    Warsaw, Polska Sungrow - EMEA Pełny etat

    Your missionHey there and welcome to your new Opportunity with us.Being a Distribution Technical Sales Engineer is an exciting task, since you are the superhero our clients need. You know what setup of our solutions will satisfy their needs, therefore, these here are your most important taks:Technical and hands-on training to Sungrow distributors and...

  • Distribution Technical Sales Engineer

    4 tygodni temu

    Warsaw, Polska Sungrow - EMEA Pełny etat

    Your missionHey there and welcome to your new Opportunity with us.Being a Distribution Technical Sales Engineer is an exciting task, since you are the superhero our clients need. You know what setup of our solutions will satisfy their needs, therefore, these here are your most important taks:Technical and hands-on training to Sungrow distributors and...

  • Senior Technical Support Engineer

    4 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    Job DescriptionYour CareerIn 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...

  • Senior Technical Support Engineer

    4 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    Job DescriptionYour CareerIn 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...

  • Senior Technical Support Engineer

    1 miesiąc temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    Job DescriptionYour CareerIn 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...

  • Senior Technical Support Engineer

    3 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    Job DescriptionYour CareerIn 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...

  • Senior Technical Support Engineer, Platinum

    4 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    Job DescriptionYour CareerAs a Platinum Support Engineer, you will work firsthand with our valued Platinum customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining...

  • Senior Technical Support Engineer

    4 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    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...

  • Senior Technical Support Engineer

    1 miesiąc temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    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...

  • Senior Technical Support Engineer

    2 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    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...

  • Senior Technical Support Engineer

    3 tygodni temu

    Warsaw, Polska Palo Alto Networks Pełny etat

    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...