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 cross-functionally with QA, Engineering and Operations teams to support and maintain internal product testing. 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’re comfortable wearing many hats within a customer support organization, and thrive on a growing, high-paced team.
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. You’re quick thinking and support to our clients provides the fast assistance they need – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations). You’ll work with support teams, engineering teams, and directly with customers to drive high-impact support and product improvements.
Your Impact
- Work cross-functionally with QA and Engineering to support and grow internal product testing
- Be the main point of contact for internal support projects focused on improving future product releases
- Internal releases
- Provide support, remote troubleshooting, and best practices to customers across a variety of contact channels
- Provide logistical assistance to internal support programs as needed
- Work in a lab environment to prepare products for internal testing
- Drive product improvements by working closely with QA, Engineering, and Ops
- Drive system improvements in order to ensure we’re capturing needed insights
- 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
- Contribute to developing and refining Knowledge Base and Help Center materials
- Contribute to reporting, bug tracking, and troubleshooting processes
Qualifications
Your Experience
- Significant experience in a customer-facing support role
- Experience triaging and escalating bugs in an end-user support organization
- Experience working cross-functionally with Engineering or QA teams
- Familiarity with knowledge creation best practices
- 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
- Eagerness to become a subject matter expert
- Experience troubleshooting Wi-Fi routers
- Excellent written and verbal communication skills
Additional Information
The Team
Our Customer Support team is essential to our success and mission. You’ll be involved in implementing new products, transitioning from old products to new, and guiding our customers along their product journey. Our team is dedicated to resolving customer issues as efficiently and painlessly as possible. We’re focused on providing a seamless end-to-end customer experience for every one of our customers.
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.
