Sr Technical Support Engineer Focused Services Cortex XDR

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both nontechnical and technical professionals.

You will regularly participate in technical discussions with multifunctional 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 youll need to move quickly thoughtfully and provide technical assistance as needed (often in highpressure situations).

Your Impact

• Provide reactive/proactive technical support to toptier customers
• Provide configuration review troubleshooting and best practices to named customers
• Manage support cases to ensure issues are recorded tracked resolved and followups are done in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Gather and retain customerspecific documentation in a secure location for ease of troubleshooting
• Review of technical documentation for training materials technical marketing collateral manuals troubleshooting guides etc.
• Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts

Qualifications :

Your Experience 

• Experience:

  • 5 years in support roles working directly with large global customers and partners in addition to internal teams (such as DevOps Engineering QA Product managers..

  • Supporting Endpoint security software products (e.g. Antivirus DLP IPS NAC etc.

  • CSP (Cloud Service Provider) related work experience is desirable

  • Business level Japanese language skills

• General skills:

  • A customercentric mindset is a mandated attitude for this position as a technical support engineer

  • Ability to clearly articulate technical issues to both technical and nontechnical audiences and explain their impact on business

  • Excellent written and verbal communication skills in Japanese as this position is required to work with Japanesespeaking clients on a daily basis; the ability to clearly articulate technical issues to both technical and nontechnical audiences and to explain the impact in business terms

  • Business level or higher English especially for writing and reading

  • Attention to detail fast learner and excellent communication skills

  • Be able to communicate technical information in a simplified easytounderstand manner

  • Proactive and independent attitude toward learning products technical knowledge from eLearning basis training in English

• Technical skills:

  • Strong ability to understand malicious software behavior in conjunction with the operating system structure

  • Strong ability to understand Windows OS Linux OS and macOSbased applications (Installation troubleshooting Debugging)

  • Knowledge of public cloud platform (XaaS) features capabilities and best use scenarios is desirable

  • The ability to write code/script (C/C/Python/JS/Powershell) is a plus

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 doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.

Youll 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 youll 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

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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.