Senior Technical Support Engineer

Our Mission

At Palo Alto Networks®, we're 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. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

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.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 provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).Your ImpactProvide Technical Support to customers and partnersProvide technical services include writing scripts, troubleshooting and best practices to customersManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Provide configurations, troubleshooting and best practices to customers.Work with our Engineering team and influence the operability of the product.Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issuesTravel to customer sites in the event of a critical situation to expedite resolution as requiredProvide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Qualifications

Your Experience 5+ years of relevant support experienceRequired experience with supporting EndPoint software products.Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging).Experience with Android OS, iOS based applications (Installation, troubleshooting, Debugging).Strong experience with MS environment (GPO, Active Directory).Experience with EndPoint security software is a plus (Antivirus, IDS/IPS, DLP).Knowledge of SIEM, vulnerability management tools and firewalls.Experience understanding malware, exploits, operating system structure and behavior.Experience with batch scripting and Python is a plusStrong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.Knowledge of Cloud infrastructure a plusKnowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plusBS/MS or equivalent experience required.Professional Japanese (at least N1)