Level 3 Technical/Application Support Engineer (Demisto)
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. We’re here for better. 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.
We are looking for a highly motivated and customer-focused professional. As part of the global Demisto support team, you will serve our customer base providing technical support, by answering incoming support inquiries and manage escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.
More information about Demisto product can be found HERE
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertiseTriage customer reported issues and respond to them via ticketing system, phone or remote sessions
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
Resolve problems independently and understand the correct escalation procedure
Provide timely feedback into the development process on customer-reported product problems
Respond to user-reported issues in adherence to established Service Level Agreements for Level 3 application support services
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Able to troubleshoot, problem solver, analytical proficiency with Linux
Cybersecurity knowledge and experience
Minimum 2 years of relevant experience in a similar role
Clear understanding of the software development process and lifecycle including the role of customer support and sustaining product engineering in that process
Attention to details, fast learner and excellent communication skills
Be able to translate technical information in a simplified, easy to understand manner
Excellent customer service skills
Self-managed and team-oriented
Deadline and detail-oriented
Demisto, a Palo Alto Networks company, was founded only 3 years ago. Demisto Enterprise is a comprehensive Security Operations Platform that combines full case management, intelligent automation, and collaborative investigation. Supporting over 260 applications and with a community of over 4,000 we are redefining incident response. If you are highly motivated, 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!
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.
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 firstname.lastname@example.org .
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.