Your Career
You will work firsthand with our valued customers to address their complex 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 Technical Support to customers & partners by phone, e-mail in both Japanese and English
Support our customers & partners with soft skills such as setting right expectations, building rapports, and choosing the best communication methods to resolve their issues faster and to boost customer satisfaction
Manage and prioritize backlogs
Troubleshoot using the best methods and techniques to solve complex problems
Work directly with cross-functional teams outside their own area of expertise to get customer problems resolved
Regularly participate in technical discussions with the engineering teams
Publish Knowledge Base articles, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
Assume technical support responsibilities for the following threat-related issues
Overall WildFire functional issues including WildFire verdict issues
Antivirus signature detection issues
Anti-Spyware signature detection issues
DNS signature detection issues
URL Filtering categorization issues
Platform related vulnerabilities and inquiries
Vulnerability signature coverage requests
File Type Identification issues
Application Identification issues
Develop into a Threat Subject Matter Expert. Eager to learn new things and catch up with the new technologies as the threats evolve rapidly
Provide technical assistance to other team members
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 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 ones, 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 on providing the best customer support in the industry.
Qualifications
The experience with Firewall / Threat Prevention / Networking is required; typically 5 years of relevant experience
Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
The ability to work independently, as well as contributing as a team player
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 accommodations@paloaltonetworks.com.
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.
