Job Description

Company DescriptionPlease notify: this role only open to Singaporean or Singapore PROur MissionAt 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\xe2\x80\x99re looking for innovators who are as committed to shaping the future of cybersecurity as we are.Our Approach to WorkWe lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!Your CareerYou 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\xe2\x80\x99re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You\xe2\x80\x99ll 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 \xe2\x80\x93 which means you\xe2\x80\x99ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).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

QualificationsYour Experience

• 8+ years of related experience
• 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)
• Experience with end point security software is a plus (Antivirus, DLP, IPS, NAC)
• Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
• Experience with batch scripting is a plus
• Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required

Additional InformationThe TeamOur 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\xe2\x80\x99t stop once they sign \xe2\x80\x94 it evolves. As threats and technology change, we stay in step to accomplish our mission.You\xe2\x80\x99ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised \xe2\x80\x94 in fact, you\xe2\x80\x99ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.Our CommitmentWe\xe2\x80\x99re trailblazers that dream big, take risks, and challenge cybersecurity\xe2\x80\x99s status quo. It\xe2\x80\x99s simple: we can\xe2\x80\x99t 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