At Palo Alto Networks everything starts and ends with our mission: protecting our way of life in the digital age by preventing successful cyberattacks. It's not a small goal. It isn't simple either, but we aren't in this for the easy answer. As a company with a foundation in challenging the way things are done, we're looking for innovators with a dedication to best. In return, your career will have a tangible impact one that's working toward technology that affects every level of society.
Our mission doesn't happen by treading softly no, it happens by defining an industry. It means building products that haven't been thought of. It means selling products with a solutions mindset. It means supporting the infrastructure of a company that moves at an incredible speed intentionally to stay ahead of the world's next cyberthreat.
You will provide post sales technical support to Palo Alto Networks End User Customers and Partners via phone, e-mail and web. A strong, deep understanding of the dynamic and evolving threat landscape is required to diagnose and solve complex technical issues related to threat mitigation and response. Regularly updating support cases to record progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and qualify escalations. Work with Development, Sales, QA and Marketing to build a positive customer experience.
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 threat related issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Provide on-call support 24x7 on an as needed basis
Technical resource for all threat related products and features of the Palo Alto Networks product line
Collaborate with engineering and product management to resolve product defect issues in a timely manner
BS/MS or equivalent experience required
5+ years of related experience
Expert level knowledge of the threat landscape, technologies, and techniques; knowledge of malware and exploit behaviors, zero trust network model
Security role experience, such as handling of malware responses
Excellent written and verbal communication skills
Wireshark/TCPDump packet capture troubleshooting specifically with HTTP/SSL/SMB
Windows OS functionality (debugging, how applications make calls, registry editing)
Expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
High level knowledge in regular expressions and evasion/obfuscation techniques, URL filtering
Virtualization experience (vsphere, virtualbox, hyper-v, etc)
Programming experience, shell/perl/python scripting, understanding of malnets, security clearance
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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs. As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix 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 of providing the best customer support in the industry.
We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.
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. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversitywebsite.
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.
Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at firstname.lastname@example.org.
Palo Alto Networks Inc.