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About Us
Palo Alto Networks is a leading cybersecurity company that protects our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're committed to shaping the future of cybersecurity.
Our Approach to Work
We believe in the power of collaboration and value in-person interactions. Our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where they feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships.
Job Description
Your Career
You will work directly with our valued customers to address their complex post-sales concerns, analyzing situations or data to identify the root cause. You'll enjoy networking with key contacts outside your area of expertise, 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.
Your Impact
- Provide remote support, deployment, and knowledge transfer to customers.
- 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.
- Work shoulder to shoulder with the Sales and Sales Engineering Teams.
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 are 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 collaboration skills.
