Our MissionAt 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 AreIn 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 SummaryJob SummaryAs a designated customer advocate under Focused Services, you will work firsthand with our valued customers to address complex post-sales concerns, requiring in-depth evaluation of various factors. You will serve our customer base by providing tailored technical support, managing escalations, and conducting weekly reviews and root cause analysis for critical issues. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and stronger cybersecurity.
Key Responsibilities- Provide advanced-level technical support to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions.
- Utilize fault isolation and root cause analysis skills to diagnose and resolve complex technical issues, reproducing customer problems to identify critical defects.
- Manage and respond to incoming support inquiries via phone and email, adhering to established Service Level Agreements (SLAs).
- Perform advanced troubleshooting at the application and OS levels, identifying the area of fault (code, environment, or configuration) and collaborating with appropriate teams for a fix.
- Facilitate root cause investigations for critical incidents and manage the implementation of corrective and preventative measures.
- Collaborate with engineering by filing detailed bug reports and develop test plans with QA to improve overall product quality.
- Author technical documentation, including knowledge base articles and support bulletins, to enable internal teams and customers.
- Work to reproduce customer issues and qualified critical issues
- Respond to user-reported issues in adherence to established Service Level Agreements
- 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
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures Be the subject matter expert on core technologies of Palo Alto Networks product line
- File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
- Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
- Travel to customer sites in the event of a critical situation to expedite resolution as needed
- Provide 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 Required Qualifications- Minimum of 5 years of network security experience along with strong communication and customer service skills
- In depth, hands on network troubleshooting skills
- Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
- Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
- Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
- Working knowledge of Security services (IDS/IPS, Firewalls etc.)
- Virtualization experience (AWS, Azure, VMWare, OpenStack)
- Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
- The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
- Excellent written and verbal communication skills
- BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
- Excellent written and verbal communication skills
Preferred Qualifications- Knowledge of SD-WAN architectures.
- Experience with Multi-factor Authentication protocols (2FA, RADIUS, LDAP, AD).
- Experience with competitor products from Cisco, Checkpoint, or Juniper.
Compensation DisclosureThe 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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$108,800.00 - $176,000.00/yr
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.
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
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
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