About the position
At Palo Alto Networks, everything starts and ends with our mission: being the cybersecurity partner of choice, protecting our digital way of life. We are looking for innovators who are committed to shaping the future of cybersecurity. As a member of our team, you will be shaping the future of cybersecurity, working fast, valuing ongoing learning, and respecting each employee as a unique individual. Our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account, mental and financial health resources, and personalized learning opportunities. We believe in the power of collaboration and value in-person interactions, which is why our employees generally work full time from our office with flexibility offered where needed.
Responsibilities
- Provide Technical Support to customers and partners
- Provide configurations, troubleshooting and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed 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 technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide on-call support 24x7 on an as-needed basis
Requirements
- Willing to work flexible and varying shift times including weekends and evenings
- Previous experience in a Technical Support environment is required
- Excellent written and verbal communication skills
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
- Experience working with Firewall Central Management Systems
- Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
- Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
Nice-to-haves
- Virtualization experience (AWS, Azure, VMWare, OpenStack) is a plus
- Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus
Benefits
- FLEXBenefits wellbeing spending account
- Mental and financial health resources
- Personalized learning opportunities
- Restricted stock units and a bonus
