Job Description

Your Career

Cortex Customer Success Engineers are responsible for empowering our clients to automate their Security Operations, streamlining the analyst processes and helping provide return on investment for the XSOAR platform. You are a key component of our company’s success, working together with customers, partners, and their awesome Cortex colleagues.

This position works within our Cortex XSOAR Customer Success organization, helping customers with their end to end Security Operations journey. Some solutions you will work with include XSIAM, XDR, XSPANSE and others under the Cortex portfolio.

Your Impact

• Product Expertise
  • Provide foundational product-level technical expertise, assisting with account setup, deployment, and basic troubleshooting of Cortex XSOAR
  • Support customers in implementing and customizing automation workflows within their security operations
  • Stay informed about Cortex XSOAR features and share relevant updates with customers
  • Technical services include writing custom scripts and system troubleshooting
• Product Adoption
  • Help drive product adoption by guiding customers through standard use cases and assisting with the integration of new features
  • Conduct basic training sessions to familiarize customers with Cortex XSOAR functionalities
  • Identify opportunities to enhance automation within the customer’s incident response processes
• Customer Impact
  • Serve as a technical contact, assisting customers in achieving their automation goals and optimizing their security operations
  • Collaborate with account teams to contribute technical input for customer success plans and execution
  • Manage and escalate technical issues, ensuring appropriate resolution with support from senior colleagues

Qualifications

Your Experience

• Product Expertise
  • 2+ years of Experience in security operations, incident response, or a related technical field. Experience with implementing or supporting automation workflows within a SOAR platform is a plus
  • Basic understanding of security products and secure coding practices
  • Ability to deliver entry-level training on product usage and automation practices
• Technical Skills
  • Familiarity with scripting languages such as Python, PowerShell, or JavaScript for basic customizations
  • Basic Linux system administration and troubleshooting knowledge.
  • Understanding of security incident response principles
  • Familiarity with network protocols and troubleshooting tools like tcpdump & Wireshark is a plus
• Customer Relationships
  • 2+ years of relevant experience in customer-facing roles or technical support, with a focus on customer satisfaction
  • Possess problem-solving skills with the ability to solve for moderate complexities where analysis of situations or data requires a review of a variety of factors
  • Exercises judgment within defined procedures and practices to determine appropriate action in prioritizing tasks and handle customer inquiries effectively
  • Basic consultative skills for assisting both enterprise and smaller accounts

Additional Information

The Team

Customer Success Engineers are product experts, technical advisors, and advocates to enable our customers’ secure environments. You will act as their technical contact, building relationships to ensure proper security integrations. This includes support for adoption, basic integrations, and real-time assistance. Our Engineers offer product-level expertise during setup, deployments, and optimization, and they work on resolving escalations with guidance from senior team members.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $86,000/yr to $139,500/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that 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 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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.