Company Description Our Mission
At Palo Alto Networks, 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.
Our Approach to Work
We 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 provide our employees the opportunity to choose what works best for them as often as possible - from wellbeing support to 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!
Job Description Your Career Your Impact Provide Tier 3 level Technical Support to customers and partnersProvide configurations, troubleshooting, and best practices to customersManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Occasional participation in on-call dutiesAssist in developing and documenting threat-specific escalation processesInternal Tool DevelopmentTechnical Case AuditsIdentify educational opportunitiesQualifications Your Experience Excellent written and verbal communication skillsFluent knowledge of English; knowledge of any other major European language will be an advantagePrevious experience in a Technical Support environment is requiredWireshark/TCPDump packet capture troubleshooting - specifically with HTTP/SSL/SMBLinux familiarityExpert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/preventionVirtualization experience (vSphere, VirtualBox, Hyper-V, etc.)Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearanceStrong knowledge of TCP/IPSolid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc.)Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plusExperience with Authentication Protocols (Radius / TACACS) is a plusStrong ability to independently debug broad, complex, and unique networks with mixed media and protocols is requiredVirtualization experience in one or multiple public (AWS, Azure, GCP, OCI, and Alibaba Cloud) and private (VMware vSphere ESXi, vCenter, NSX-T, KVM, Windows Hyper-V, Nutanix) cloud services. Experience with containers (e.g., Docker, Podman) and container orchestration (Kubernetes) is considered a plus. Understanding of general virtualization concepts on compute, storage, and networking.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 evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and fixing 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 on providing the best customer support in the industry.
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. All your information will be kept confidential according to EEO guidelines.
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