Our Mission
We are Palo Alto Networks, and our mission is to protect the digital way of life.
We believe that every day should be safer and more secure than the one before. We challenge the status quo and innovate to shape the future of cybersecurity.
Job Description
You will work with our valued customers to address complex post-sales concerns.
You will participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products, better working environments, and better cybersecurity.
* Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web
* Remote support, deployment, and knowledge transfer
* Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
* Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
* Work to reproduce customer issues and qualify critical issues
* Publish Technical Support Bulletins and other user documentation in the Knowledge Base
* Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
* Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
* Travel may be required to customer sites in the event of a critical situation to expedite resolution
Qualifications
* Bachelor's or Master's degree or equivalent experience or equivalent military experience required
* 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
* Advanced certifications such as CCIE/JNCIE/CISSP – an advantage
* Excellent written and spoken communication skills, strength with establishing relationships
* Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
* Excellent interpersonal skills and the ability to work well independently and in a team
* Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive
* Passionate to learn, understand, and dissect new technology stack quickly on own
* Strong project management, time management, and organizational skills
* Strong analytical skills for interpreting business requirements and translating them into technical specifications
* Profound knowledge in networking protocols such as TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP
* Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including VLANs, VLAN aggregation
* Experience with security (IPSEC, SSL-VPN, NAT, GRE)
* Prior experience in similar vendor Technical Support Centers
* Experience with Authentication Protocols a plus (Radius / TACACS)
* Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM-Series – A plus
* Excellent problem solving, critical thinking, communication, and teamwork skills
* Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business
The Team
Our technical support team is essential 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.
We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
We work the frontlines against cyber threats and attacks, protecting every day transactions in the digital environment.
Our Commitment
We're problem solvers that take risks and challenge cybersecurity's status quo.
We can't accomplish our mission without diverse teams innovating, together.