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 offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your 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

　　You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of 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 – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

　　Your Impact

　　Provide 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 completed in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of 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 requiredProvide on-call support 24×7 on an as-needed basis Qualifications Your Experience

　　Previous experience in a Technical Support environment is requiredExcellent written and verbal communication skills; Fluent in Japanese and Business level in EnglishExpertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)Experience working with Firewall Central Management SystemsExperience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols requiredVirtualization experience (AWS, Azure, VMWare, OpenStack)Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plusAttention to details, fast learner and excellent communication skills. Be able to communicate technical information in a simplified, easy to understand manner.Demonstrate ability to work in a cross functional environment which involves coordination with different teams such as Sales/Pre Sales/Product Management/Engineering. 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 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.