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

　　As a Threat Specialist, you will work with Development, Sales, QA and Marketing to build positive customer experience. With your strong fault, isolation, and root cause analysis skills, you will diagnose and solve complex technical issues and provide timely solutions to internal and external customers. You will regularly update support cases in a call tracking system and documenting customer problems, technical solutions and product information in the knowledge base. In this role, you will mentor and train new hires and junior engineers to drive continuous improvement and effectiveness of the team across the entire support organization. You will also work to reproduce customer issues in the lab and qualify escalations along with creating a workaround for customer problems to minimize service impact. Travel may be required to customer and Partner sites to assist in fault isolation and root cause analysis. You will ensure compliance with all procedures including Escalation, Problem / Bug Reporting, RMA processes.

　　Your Impact

　　Provide Technical Support to customers, partners and Palo Alto Networks Tier2 engineers by phone, e-mail and in-person

　　Work directly with ETAC and Software Engineering to get customer problems resolved

　　Isolate root cause for product defects and Reproduce customer issues in the lab

　　Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors - Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results

　　Network with key contacts outside own area of expertise - Regularly participate in technical discussions with cross-functional teams

　　Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation

　　Manage technical escalations & own complex cases

　　Engage with PM/R&D/Dev to provide feedback on product and customer experience

　　Conduct multi-vendor troubleshooting

　　Develop into Subject Matter Expert across multiple areas

　　Visibility across the entire organization - leadership is recognized across the organization

　　Work cross-functionally to deliver the assigned projects in a timely manner while maintaining a healthy and professional work environment

　　Take part in the 24x7 Follow the Sun on-call shift rotation

　　Your Experience

　　Minimum 3 years cybersecurity experience

　　Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

　　In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc

　　Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus

　　Expert in Routing and Switching protocols (e.g. OSPF / BGP / VLAN / STP)

　　Solid experience with Security Protocols (e.g. IPSEC / SSL-VPN / NAT / GRE)

　　Experience with Authentication Protocols is a plus

　　Ability to independently debug broad, complex and unique networks with mixed media and protocols is required

　　Industry Certifications a plus

　　Thorough understanding of the Software release and bug cycles

　　Ability to work independently, as well as contributing as a team player

　　The Team

　　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 on 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.

　　The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94200 - $152450/yr. The offered compensation may also include a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .