Escalation Engineer Cortex XDR
- Palo Alto Networks
- 5 - 8 Years
- Noida, Gurugram
- 3 years ago
- Email to a friend
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Job Description
Your Impact
Establish yourself as a trusted advisor and partner.
Drive enablement within the team to enhance capability & self sufficiency
Head problem resolutions requiring analysis, troubleshooting and escalation to product development.
Respond and analyse complex inquiries of technical nature and create readable and well-documented code to prevent, detect and resolve issues.
Direct customers through issue resolution including customer meetings, status reports and updates.
Identify, propose and enforce escalation process improvements.
Provide contributions to the central escalation knowledge-base.
Identify tools gaps (if any) , enhance needs and propose solutions.
Lead conversations about industry trends and emerging changes to the security landscape that every customer needs to be aware of.
Ability to discuss, with credibility, competitive offers in the marketplace and effectively differentiate against them.
Act as the customers advocate for any issues that require assistance and follow up with the customer until the issue is resolved.
Provide high level guidance on design consultation and standard methodology mentorship for rollout, implementation, and policy conversion.
Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives.
Collaborate with customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program.
Be a Go-To expert on Palo Alto Networks security solutions
Provide after hours and weekends ( 24/7 service model ) as needed to deliver solutions to the customers.
Education:
BE / B.tech / BS in Computer Science or equivalent experience.
Desired Skills:
Escalation Management
Critical customer handling
Problem Management
Communication Management
Scope Management
Experience in prioritizing & Time Management
Product Knowledge (Cortex XDR) and Industry Experience
Technical Skills
Experience managing complex security solutions in large environments
Strong understanding of Linux or Unix, network troubleshooting analysis and current security threats
5+ years of technical hands-on experience with Application Security/Endpoint Security
Strong understanding of cybersecurity technologies, protocols and applications
Detailed technical experience in the installation, configuration, and operation of high-end security solutions
Understanding of Unix/Linux and Windows operating systems and scripting
Experience with IDS/IPS solutions and technologies preferred
Hands-on experience with Application Security/Endpoint Security
Security Operations experience is a plus
Experience understanding threat intelligence and threat hunting
Experience in Python or Javascript is a plus
Our professional services team is critical to our success and mission. As part of this team, you enable the customer to be successful by providing support to our clients post the initial sale through the deployment, implementation and beyond. Our dedication to our customers does not stop once they sign - it evolves.
Employement Category:
Employement Type: Full timeIndustry: Full time
Functional Area: IT
Role Category: IT
Role/Responsibilies: Escalation Engineer Cortex XDR
Contact Details:
Company: Palo Alto NetworksLocation(s): Noida, Gurugram
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Palo Alto Networks
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 are not easy goals to accomplish - but we are not her...
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