Description :

- Skill to Evaluate : Python, Soar, Security-Automation, API-integration, REST, JSON, Git, GitLab, Splunk, Jira, Cloud, SecDev, CI/CD, Cortex-XSOAR, Incident-Response, Triage, Debugging.

This role serves as the first line of technical support for development-owned automation services, primarily built on Palo Alto Cortex XSOAR. The primary responsibility is to triage, debug, and resolve issues, bugs, and outages across automation workflows, integrations, and playbooks.

The role is approximately 60% focused on Tier-1 support and operational issue resolution and 40% focused on development and continuous improvement work. When issues cannot be fully resolved independently, this role will collaborate with senior engineers to troubleshoot, escalate, and implement fixes.

Experience :

- 6 to 8 years of experience in software development, automation, technical support, or security operationsadjacent roles

- Strong Python programming skills for automation and scripting

- Experience building, maintaining, or troubleshooting API integrations across security tools and enterprise platforms

- Solid understanding of data structures, data parsing, and data manipulation techniques

- Familiarity with SOAR platforms (Palo Alto Cortex XSOAR is a strong plus but not mandatory)

- Working knowledge of secure coding practices and version control using Git/GitLab.

- Exposure to ticketing and workflow tools (Jira) and log management platforms

- Hands-on experience with debugging, triage, and issue resolution in a support or operations-driven environment

- Strong written and verbal communication skills

- Ability to work independently while collaborating effectively with senior engineers and cross-functional teams

- Strong problem-solving and analytical skills

Primary Skills (Mandatory for Tier 1 Support) :

- Python for automation and scripting.

- Debugging and triage skills for automation workflows and integrations.

- API integration experience with security and enterprise tools.

- Data structures and data processing expertise.

- Git/GitLab for version control and preparing PRs.

- Jira for issue tracking and workflow coordination.

- Splunk for log ingestion and troubleshooting.

- Strong communication and documentation skills.

Good to Have Skills :

- Experience with SOAR platforms (e.g., Cortex XSOAR, Swimlane, Apache AirFlow).

- Familiarity with playbook design and orchestration patterns.

- Basic understanding of cloud environments (AWS preferred).

- Exposure to automation frameworks and observability tools.

- Experience with incident response automation and lifecycle management.

Roles & Responsibilities :

- Triage, investigate, and debug issues in automation workflows, integrations, and playbooks

- Attempt to resolve issues independently by implementing fixes or workarounds where possible

- Escalate complex or systemic issues to senior engineers with clear context, logs, and findings

- Prepare merge requests for bug fixes, improvements, and minor enhancements for review

- Collaborate with SRE and development teams to improve monitoring, alerting, and automation reliability

- Work with product owners, customers, and internal stakeholders to clarify requirements, issues, and constraints when needed

- Ensure code quality through testing and adherence to secure coding standards

- Document troubleshooting steps, resolutions, known issues, and operational guidance for handoff and reuse

- Contribute to small development initiatives, enhancements, and continuous improvement efforts

- Support incident response automation and automation lifecycle management activities

- Communicate clearly and effectively with technical and non-technical team members.