Our MissionAt 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.Who We Are We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included. As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! Your CareerYou 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. Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.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 provide the fast assistance they need to keep their environments secure - which means you'll need to move quickly, and thoughtfully, and provide technical assistance as needed (often, in high–pressure situations).Your Impact
Provide White Glove Technical Support to top–tier customers
Provide tailored troubleshooting, configuration guidance, and best practices
Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow–ups with thorough documentation of all the troubleshooting steps in the ticketing system
Conduct multi–vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams
Utilize fault isolation and root cause analysis skills to provide post–sales technical support, configuration, troubleshooting, and standard methodologies to customers
Be the subject matter expert on core technologies of the Palo Alto Networks product line
Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem–solving guides
Travel to customer sites in the event of a critical situation to expedite resolution as required
Your Experience
Minimum of 7+ years of professional experience
Advanced troubleshooting and debugging knowledge on
LAN/WAN Technologies (TCP, UDP, SNMP, IPv6, VLSM, CIDR, and NAT – Static, Dynamic NAT, and PAT)
Remote Access VPN solutions, IPSEC, PKI & SSL
Routing protocols (e.g BGP, OSPF, EIGRP)
Authentication Protocols (LDAP, RADIUS, TACACS+, certificates, tokens, CAC cards etc)
Virtualization experience (AWS, Azure, VMWare, OpenStack)
Experience working with Firewall Central Management Systems
Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
Experience in Zero Trust Network Access solutions – AnyConnect, FortiClient, Cloudflare Access, Citrix Gateway, Zscaler Private Access, Cato SASE Cloud, Appgate SDP, Palo Alto Prisma Access
Multi–Vendor Exposure – Cisco Advanced Security Appliances, Palo Alto Next–Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, and Intrusion Detection/ Intrusion Prevention Systems
Willing to work flexible and varying shift times including weekends and evenings
Excellent written and verbal communication skills
The TeamOur 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.Compensation Disclosure 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/com-missioned roles) is expected to be between $108,000/yr to $175,200/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .Is role eligible for Immigration Sponsorship?: YesOur CommitmentWe’re problem solvers that 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 accommodations@paloaltonetworks.com .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.