Senior Customer Support Representative - #19543401

Palo Alto Networks

Date: Apr 5, 2021
City: Santa Clara, CA
Contract type: Full time
Palo Alto Networks

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. 

Job Description

Your Career

You will work firsthand with our valued customers to address their post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional 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 you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

  • Provide support, remote troubleshooting, and best practices to customers across a variety of contact channels

  • Assist customers with pre-sales, order, and account support

  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner

  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

  • Be an escalation point and provide guidance on technical issues, procedures, and standard troubleshooting practices

  • Understand and implement customer support best practices and resolution techniques

  • Work to reproduce customer issues and qualify critical issues

  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base

  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing

  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.

  • Contribute to reporting, bug tracking, and troubleshooting processes

  • Provide a high level of customer satisfaction across all contacts


Your Experience

  • Previous experience in a customer-facing support role

  • Strong communication and customer service skills

  • Excellent organizational and time management skills

  • Familiarity with networking best practices

  • Ability to translate complex information into simple languages and procedures

  • Required experience with TCP IP

  • Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols require

  • Eagerness to become a subject matter expert

  • Experience troubleshooting Wi-Fi routers

  • Experience in routing and switching (OSPF, BGP, VLAN, STP)

  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)

  • Experience with Authentication Protocols a plus (Radius / TACACS)

  • Excellent written and verbal communication skills

  • Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus

Additional Information

The Team

Our Customer Support team is essential to our success and mission. As part of this team, you enable our customers by providing support to clients across the entire lifecycle. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, 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.

We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

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 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.



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