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!

　　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 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 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 required

　　Provide on-call support 24×7 on an as-needed basis

　　Your Experience

　　Previous experience in a Technical Support environment is required

　　Excellent written and verbal communication skills - Fluent in Japanese and Business level in English

　　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)

　　Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

　　Virtualization 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 plus

　　Attention 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

　　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.

　　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.

　　We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected] .

　　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.

　　All your information will be kept confidential according to EEO guidelines.