Cybersecurity Support Specialist

2 weeks ago


London, Greater London, United Kingdom Palo Alto Networks Full time
Cybersecurity Support Specialist

Palo Alto Networks is a leading cybersecurity company that protects the digital way of life. We are looking for a highly motivated and customer-focused Cybersecurity Support Specialist to join our team. As a member of our global Cortex XSIAM 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. The compensation offered for this position is expected to be between $120,000 - $180,000 per year, depending on qualifications, experience, and work location.

This role involves working with our technical account managers to personalize our customer's experience, learning their client's business objectives in and out within their technical environment, and focusing on mitigating risks and resolving any technical issues in their networks. You'll be close to the deployment of cybersecurity solutions – and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions – and you don't wait for those issues to escalate from our clients. Instead, you find them. You'll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.

  • Respond to user-reported issues in adherence to established Service Level Agreements
  • Triage customer reported issues and respond to them via 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) implementing 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 measures


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