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About the Role
Palo Alto Networks is seeking an individual to protect our digital way of life by serving as a cybersecurity partner. This role involves solving real-world problems with cutting-edge technology and bold thinking, where every idea counts and contributes to the most meaningful work of your career.
Responsibilities
- Provide Technical Support to customers & partners by phone, e-mail in both Japanese and English
- Support customers & partners with soft skills such as setting right expectations, building rapports, and choosing the best communication methods to resolve their issues faster and to boost customer satisfaction
- Manage and prioritize backlogs
- Troubleshoot using the best methods and techniques to solve complex problems
- Work directly with cross-functional teams outside their own area of expertise to get customer problems resolved
- Regularly participate in technical discussions with the engineering teams
- Publish Knowledge Base articles, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
- Assume technical support responsibilities for threat-related issues including WildFire functional issues, Antivirus signature detection issues, Anti-Spyware signature detection issues, DNS signature detection issues, URL Filtering categorization issues, Platform related vulnerabilities and inquiries, Vulnerability signature coverage requests, File Type Identification issues, and Application Identification issues
- Develop into a Threat Subject Matter Expert, eager to learn new things and catch up with new technologies as threats evolve rapidly
- Provide technical assistance to other team members
- Implement new products, transition from old products to new ones, and fix integrations and critical issues
- Seek out and identify technical problems, focusing on providing the best customer support in the industry
Requirements
- Experience with Firewall / Threat Prevention / Networking is required
- Typically 5 years of relevant experience
- Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
- Ability to work independently, as well as contributing as a team player
Skills
- Japanese
- English
- Technical Support
- Customer Support
- Problem-Solving
- Troubleshooting
- Communication
- Knowledge Base Management
- Threat Analysis
- Cybersecurity
Location
- Remote
Work Type
- Full-time
Experience Level
- 5 years of relevant experience
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 are committed to being the cybersecurity partner of choice and shaping the future of our industry.
- Our values include Disruption, Collaboration, Execution, Integrity, and Inclusion.
- We weave AI into the fabric of everything we do.
- We believe collaboration thrives in person, with most teams working from the office full time, with flexibility when needed.
Equal Opportunity
- 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.
- 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.