Technical Service Delivery Lead (XSIAM) - Remote at Palo Alto Networks

United States

$127.6k - $206.5k

<h3>Company Description</h3><p><strong>Our Mission</strong></p><p>At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.</p><p><strong>Who We Are</strong></p><p>This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.</p><h3>Job Description</h3><p><strong>The Team</strong></p><p>As part of the Unit 42 Managed XSIAM organization, the team helps customers operationalize and optimize their Managed XSIAM deployments—delivering proactive, white-glove guidance that enhances their detection, investigation, and response capabilities.</p><p>Our mission is to help customers maximize the value of Cortex XSIAM while continuously improving their overall security posture and SOC maturity.</p><p><strong>Job Summary</strong></p><p>The Technical Service Delivery Lead (XSIAM) acts as the technical focal point for Managed XSIAM customers, driving onboarding, adoption, and ongoing success. You’ll combine deep product expertise with a consultative approach to guide customers through their security journey—translating their goals into measurable outcomes and ensuring fast, meaningful ROI from their Managed XSIAM investment.</p><p>You will collaborate closely with our SOC engineering, threat hunting, and product teams to tailor the service to each customer’s environment, ensuring seamless delivery and exceptional customer experience.</p><p><strong>Key Responsibilities</strong></p><ul><li>Value Delivery: Deliver white-glove onboarding and ongoing technical guidance for Managed XSIAM customers</li><li>Collect and analyze customer security data to identify improvement opportunities in detection coverage, alert quality, tenant hygiene, and potential automation use cases</li><li>Advise customers on best practices for alert tuning, data onboarding, and correlation optimization</li><li>Drive continuous improvement in customer security posture and measurable time-to-value outcomes</li><li>Operational Excellence: Manage incoming customer requests, prioritize effectively, and collaborate with the SOC engineering team to ensure timely, high-quality delivery</li><li>Lead customer touchpoints, including onboarding sessions, security reviews, and proactive engagement meetings</li><li>Translate complex detection and response concepts into actionable guidance for diverse audiences</li><li>Collaboration &amp; Enablement: Partner with Unit 42’s SOC engineering, Product, and MDR teams to ensure consistent service quality and cross-functional alignment</li><li>Collaborate with the SOC engineering team to design and implement automation workflows that enhance detection, response, and reporting efficiency</li><li>Champion customer needs internally, advocating for enhancements and escalations where needed</li><li>Contribute to documentation, best practices, and scalable frameworks for the Managed XSIAM service</li></ul><h3>Qualifications</h3><p><strong>Preferred Qualifications</strong></p><ul><li>5+ years of professional experience in Customer Success, Technical Account Management, Security Consulting, Solutions Architecture, or SOC operations (preferably within enterprise cybersecurity or SaaS environments)</li><li>Strong understanding of XDR, SIEM, and SOAR technologies, including incident and alert management, correlation development, and data source onboarding</li><li>Demonstrated experience collaborating with security analysts, engineers, and threat hunters in operational environments</li><li>Excellent communication skills—able to explain complex security concepts clearly to both technical and non-technical audiences</li><li>Analytical mindset with strong problem-solving abilities and sound judgment in prioritizing tasks and managing complex customer needs</li><li>Deep curiosity and a growth mindset—comfortable learning and adapting to evolving technologies and detection methodologies</li><li>Bachelor’s degree in Computer Science, Information Security, or a related field or equivalent military experience</li></ul><h3>Additional Information</h3><p><strong>Salary Disclosure</strong></p><p>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/commissioned roles) is expected to be between $127600/YR - $206500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found <a href="http://benefits.paloaltonetworks.com/">here</a>.</p><p><strong>Our Commitment</strong><br/> <br/> 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.</p><p>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  <a href="mailto:accommodations@paloaltonetworks.com">accommodations@paloaltonetworks.com</a>.</p><p>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.</p><p>All your information will be kept confidential according to EEO guidelines.</p>