Company Description Our Mission At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before.
These aren’t easy goals to accomplish – but we’re not here for easy.
We’re here for better.
We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.
We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.
And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
Job Description Your Career We are looking for a highly motivated and customer-focused professional.
As part of the global Cortex XDR support team, you will serve our customer base providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.
Your Impact Respond to user-reported issues in adherence to established Service Level Agreements Triage customer reported issues and respond to them via ticketing system, phone or remote sessions Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix Provide timely feedback into the development process on customer-reported product problems Document actions to effectively communicate information internally and to customers Facilitate root cause investigations and manage the implementation of corrective and preventative measures Qualifications Your Experience Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging) Experience understanding malware, exploits, operating system structure and behavior Experience with Android OS based applications (Installation, troubleshooting, Debugging) Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS) Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC) Knowledge of SIEM, vulnerability management tools and firewalls Experience with batch scripting and Python is a plus Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required Knowledge of Cloud infrastructure a plus Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus 5 years of relevant experience with strong communication and customer service skills Additional Information The Team Our technical support team is critical to our success and mission.
As part of this team, you enable customer success by providing support to clients after they have purchased our products.
Our dedication to our customers doesn’t stop once they sign – it evolves.
As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported.
We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.
From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.
And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
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 accommodationspaloaltonetworks.com.
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.
Salary disclosure required by sb19-085 for positions located in the state of Colorado: If hired in Colorado, this position starts at a salary of $83,900/yr.
Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
Restricted stock units and bonus pay may also be offered as part of this compensation package, as well as benefits that include: flexible paid time off, employee stock purchase program, medical, dental, vision, 401K, life, and disability insurance.
Additional information about benefits may be found here.