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. We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. 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. We're changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK,
our approach to how we work. From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
Job Description
Your Career
Your Impact
Provide Technical Support to customers and partners.
Provide configurations, troubleshooting and best practices to customers.
Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done 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.
Participation in on-call duties.
Qualifications
Your Experience
Excellent written and verbal communication skills.
Fluent knowledge of English. Knowledge of any other major European language will be an advantage.
Previous experience in a Technical Support environment is required.
Strong knowledge of TCP/IP.
Solid 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 plus.
Experience with Authentication Protocols is a plus (Radius / TACACS).
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required.
Bachelor's degree or equivalent military experience required.
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.
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