Job Description

Company Description

Our Mission

At Palo Alto Networks\xc2\xae everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. 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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback - it is about flexibility, trust, and choice whenever possible. It\'s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.



Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You\'re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You\'ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you\'ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change \xe2\x80\xa6. but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

• Provide Technical Support to customers and partners
• Provide Technical Services include writing scripts, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support bulletins and other Technical documentation in the knowledge base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support for weekend and public holiday on an as needed basis

Qualifications

Your Experience

• 5+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
• Excellent written and verbal communication skills
• Required experience with supporting end point software products
• Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
• Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
• Knowledgeable on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools
• Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required

Good to have Experience

• Experience with endpoint security software (Antivirus, DLP, IPS, NAC)
• SOAR platform experience (writing new and expanding new playbooks using automation and scripting tools )
• Ability to read source code (C/C++/Python)
• Ability to script and write automations
• Windows internals, Linux and Mac OS internals
• Experience with Security (IPSEC / SSL-VPN / NAT / GRE)
• Experience with batch scripting

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn\'t stop once they sign - it just evolves. Our technical team provides behind-the-scenes support to meet our customer\'s needs. As threats and technology evolve, we stay in step to accomplish our mission. You\'ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you\'ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

We\'re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we\'re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

Our Commitment

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 .

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.

All your information will be kept confidential according to EEO guidelines.

Palo Alto Networks