Lead Technical Support Specialist
2 weeks ago
At Palo Alto Networks, our mission is at the core of everything we do:
To be the trusted cybersecurity partner, safeguarding our digital existence.
We envision a future where each day is more secure than the last.
We are an organization founded on the principles of challenging norms and innovating processes, seeking forward-thinkers who are dedicated to shaping the future of cybersecurity.
Our Work PhilosophyWe prioritize flexibility and choice in all our employee programs. We have redefined the conventional notion that all employees share identical needs and desires. We provide personalized options, allowing our team members to select what suits them best, from wellness support to professional growth and beyond.
At Palo Alto Networks, we value collaboration and the importance of face-to-face interactions.
This is why our employees typically work from the office three days a week, reserving two days for personal choice and flexibility to work in their most productive environments.
This arrangement encourages informal discussions, effective problem-solving, and the building of trusted relationships. While specifics may evolve, our aim is to cultivate an environment where innovation flourishes, with office-based teams collaborating three days a week to achieve success together.Your Role
In this position, you will engage directly with our esteemed customers to resolve their intricate post-sales challenges, where the analysis of situations or data necessitates a thorough evaluation of various factors.
Networking with key contacts outside your immediate area of expertise will be a regular part of your role, as you adeptly communicate complex technical issues to both technical and non-technical stakeholders.
Regular participation in technical discussions with cross-functional teams will be expected, fostering an atmosphere of transparency that ultimately leads to enhanced products, improved work environments, and superior cybersecurity.
Your quick decision-making and support for our clients will provide the rapid assistance they require to maintain secure environments – necessitating swift, thoughtful action and technical support as needed, often in high-pressure scenarios.
Your Contributions- Deliver technical support to customers and partners
- Offer configurations, troubleshooting, and best practices to clients
- Manage support cases to ensure issues are documented, tracked, resolved, and follow-ups are conducted promptly
- Conduct fault isolation and root cause analysis for technical challenges
- Publish Technical Support Bulletins and other documentation in the Knowledge Base
- Review technical documentation for training materials, marketing collateral, manuals, troubleshooting guides, etc.
- Travel to customer locations during critical situations to expedite resolutions as necessary
- Provide on-call support 24/7 as required
Your Qualifications
- Willingness to work flexible and varying shifts, including weekends and evenings
- Exceptional written and verbal communication skills
- 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 complex and unique networks with diverse media and protocols
- Experience with virtualization technologies (AWS, Azure, VMWare, OpenStack)
- Familiarity with Windows and MAC OS is advantageous (Debugging, Editing Registries, Plist, etc.)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
The Team
Our technical support team plays a vital role in our success and mission.
As a member of this team, you will enable customer success by providing ongoing support to clients after they have acquired our products.
Our commitment to our customers extends beyond the sale – it evolves as threats and technology advance, ensuring we remain aligned with our mission.
You'll be involved in implementing new products, transitioning from legacy systems to new solutions, and addressing integrations and critical issues as they arise – proactively seeking out challenges to ensure our clients receive the highest level of support.
Our Commitment
We are innovators who dream big, take calculated risks, and challenge the status quo in cybersecurity.
It's straightforward:
we cannot fulfill our mission without diverse teams collaborating effectively.
We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, please reach out to us.
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 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 on our website.-
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