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.

　　We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

　　Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

　　Your Career

　　At Palo Alto Networks®, everything starts and ends with our mission:

　　Being the cybersecurity partner of choice, protecting our digital way of life.

　　We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. 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.

　　In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. Some travel may be required to customer sites to assist in fault isolation and root cause analysis. You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.

　　Your Impact

　　Provide Technical Support to customers and partners

　　Provide configurations, troubleshooting and best practices to customers

　　Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done 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.

　　Participation in on-call duties

　　Your Experience

　　Excellent written and verbal communication skills

　　Fluent knowledge of English. Knowledge of any other major European language will be an advantage

　　Previous experience in a Technical Support environment is required

　　Strong knowledge of TCP/IP

　　Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)

　　Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)

　　Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage

　　Experience with Cisco security products, Checkpoint, Juniper , Fortinet is a plus.

　　Experience with Authentication Protocols is a plus (Radius /TACACS)

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

　　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 fixing 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 who 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 disabilities. 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.