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About the Role

This role involves addressing complex post-sales customer concerns through in-depth analysis and critical thinking. You will be a key part of ensuring customer environments remain secure by providing timely and effective technical assistance, often in high-pressure situations.

Responsibilities

• 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

Requirements

• Previous experience in a Technical Support environment is required
• Excellent written and verbal communication skills
• 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)
• Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
• 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

Skills

• Remote Access VPN solutions
• IPSEC
• PKI & SSL
• TCP/IP
• Authentication Protocols (LDAP, RADIUS, etc.)
• Firewall Central Management Systems
• Multi-factor authentication security systems
• Security services (IDS/IPS, Firewalls, etc.)
• Network debugging
• Virtualization (AWS, Azure, VMWare, OpenStack)
• Windows OS
• MAC OS

Work Type

• Full-time
• Onsite

About the Company

• Palo Alto Networks is united by a shared mission to protect our digital way of life.
• We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking.
• We believe collaboration thrives in person, with most teams working from the office full time with flexibility.
• We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
• We are committed to providing reasonable accommodations for all qualified individuals with a disability.

Equal Opportunity

• Palo Alto Networks is an equal opportunity employer.
• 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.