Requirements: English
Company: Palo Alto Networks
Region: Amsterdam , North Holland
Our MissionAt Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and were looking for innovators who are as committed to shaping the future of cybersecurity as we are.Who We AreWe take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.Job DescriptionYour CareerIn this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.Your ImpactProvide Tier 3 level Technical Support to customers and partnersProvide configurations, troubleshooting and best practices to customersManaging support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Occasionally participation in on-call dutiesAssist in developing and documenting threat specific escalation processesInternal Tool DevelopmentTechnical Case Audits - Identify educational opportunitiesQualificationsYour ExperienceExcellent written and verbal communication skillsFluent knowledge of English - Knowledge of any other major European language will be an advantagePrevious experience in a Technical Support environment is requiredWireshark/TCPDump packet capture troubleshooting - specifically with HTTP/SSL/SMBLinux familiarityTechnical skills - expert knowledge in TCP/IP, HTTP, PKI SSL, intrusion detection/preventionVirtualization experience (vsphere, virtualbox, hyper-v, etc)Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearanceStrong knowledge of TCP/IPSolid understanding and hands-on experience in Routing Switching (OSPF / BGP / VLAN / STP etc)Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plusExperience with Authentication Protocols (Radius /TACACS) is a plus Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is requiredAdditional InformationThe TeamOur 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 fixing 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 on providing the best customer support in the industry.Our CommitmentWere problem solvers that take risks and challenge cybersec