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

　　As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.

　　You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.

　　Your Impact

　　Offer technical support to customers and partnersEffectively manage support cases from recording to resolution, including timely follow-upsConduct fault isolation and root cause analysis for technical issuesAuthor Technical Support Bulletins and other technical documentation in the Knowledge BaseReview technical content for training, marketing, manuals, and troubleshooting guidesTravel to customer sites for critical situations, expediting resolutions as neededProvide configurations, troubleshooting, and best practices to customersCollaborate with the Engineering team to influence product operabilityParticipate in weekend on-call rotation and provide after-hours support as requiredCommunicate complex technical issues effectively to internal and external stakeholders Qualifications Your Experience

　　Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)Analytical troubleshooting skills in Linux, displaying problem-solving abilitiesStrong proficiency in software and infrastructure troubleshooting, testing, and debuggingIndependent troubleshooting ability in diverse, complex environments with mixed applications and protocolsFamiliarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email RoutingKnowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboardsExposure to SIEM, vulnerability management tools, and firewalls Experience working in a collaborative, 24x7 uptime environment with on-call responsibilitiesComfortable collaborating across diverse cross-functional teams with open communicationPrevious experience in a customer-facing technical support role (Support Engineer) - advantageousFundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extractionBasic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous) 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 just evolves. Our technical team provides 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 everyday 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.

　　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.

　　Covid-19 Vaccination Information for Palo Alto Networks Jobs

　　Vaccine requirements and disclosure obligations vary by country.Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:The job requires accessing a company worksiteThe job requires in-person customer contact and the customer has implemented such requirementsYou choose to access a Palo Alto Networks worksiteIf you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.