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Lead Technical Support Specialist

2 months ago

Plano, Texas, United States Palo Alto Networks Full time
Job OverviewCompany Overview

Our Vision

At Palo Alto Networks, our journey begins and concludes with our vision:

To be the premier cybersecurity ally, safeguarding our digital existence.

We envision a world where each day is more secure than the last. Our organization is founded on the principles of challenging and transforming conventional practices, and we seek innovators who share our dedication to shaping the future of cybersecurity.

Our Work Philosophy

We prioritize flexibility and choice in all our employee programs. We have redefined the traditional perspective that all employees have identical needs and desires. We provide personalized options, allowing our team members to select what suits them best—be it in terms of wellbeing support, growth, or development.

At Palo Alto Networks, we value collaboration and the importance of face-to-face interactions. This is why our team typically works from the office three days a week, reserving two days for individual choice and flexibility to work in the environment where they feel most productive. This arrangement encourages casual conversations, effective problem-solving, and trusted relationships. While specifics may evolve, our objective is to cultivate an atmosphere where innovation flourishes, with office-based teams collaborating three days a week to succeed together.

Position Responsibilities

Your Role

In this role, you will engage directly with our esteemed clients to resolve their intricate post-sales inquiries, where the analysis of situations or data necessitates a thorough assessment of various factors. You will demonstrate critical thinking in understanding the methodologies, techniques, and evaluation standards necessary for achieving results. Networking with key contacts beyond your immediate area of expertise will be a rewarding aspect of your role, as you articulate complex technical challenges to both technical and non-technical audiences.

You will actively participate in technical discussions with cross-functional teams, fostering an environment of transparency that ultimately leads to superior products, enhanced work environments, and improved cybersecurity. Your swift thinking and support to our clients will provide the timely assistance they require to maintain secure environments—requiring you to act quickly, thoughtfully, and deliver technical support as necessary, often in high-pressure scenarios.

Your Contributions
  • Deliver Technical Support to clients and partners
  • Offer configurations, troubleshooting, and best practices to clients
  • Oversee support cases to ensure issues are documented, monitored, resolved, and follow-ups are conducted promptly
  • Conduct fault isolation and root cause analysis for technical challenges
  • Generate Technical Support Bulletins and other technical documentation for the Knowledge Base
  • Review technical documentation for training materials, marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to client locations in critical situations to expedite resolutions as needed
  • Provide on-call support 24/7 as required
Qualifications

Your Background
  • Willingness to work flexible and varying shifts, including weekends and evenings
  • Exceptional written and verbal communication abilities
  • Proficiency with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
  • Experience with Firewall Central Management Systems
  • Familiarity with multi-factor authentication security systems (tokens, certificates, CAC cards, etc.)
  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
  • Strong capability to independently troubleshoot broad, complex, and unique networks with diverse media and protocols
  • Experience with Virtualization (AWS, Azure, VMWare, OpenStack)
  • Experience with Windows and MAC OS is advantageous (Debugging, Editing Registries, Plist, etc.)
  • Familiarity with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
Team Overview

Our technical support team plays a vital role in our success and mission. As a member of this team, you will facilitate customer success by providing assistance to clients post-purchase. Our commitment to our customers extends beyond the sale; it evolves as threats and technology advance, ensuring we remain aligned with our mission.

You will be involved in the implementation of new products, transitioning from legacy products to new solutions, and addressing integrations and critical issues as they arise—actively seeking them out to ensure our clients receive robust support. We identify and resolve technical challenges, with a focused aim of delivering the best customer support in the industry.

Our Dedication

We are pioneers who dream big, take risks, and challenge the status quo in cybersecurity. It is clear: we cannot fulfill our mission without diverse teams innovating together.

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.

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/commissioned roles) is expected to be between $94,200/yr to $152,450/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Is role eligible for Immigration Sponsorship?: Yes