Staff Technical Support Engineer, Ai Access

Company DescriptionOur MissionAt Palo Alto Networks xc2 xae 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 we re 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 Your CareerImagine a role where you re at the forefront of ensuring the safe and effective adoption of AI in enterprises As a Staff Technical Support Engineer specialising in AI Access Security and SaaS Security you ll be the senior escalation point for our AI Access Security solution guiding customers through the complexities of GenAI app adoption Public GenAI apps can inadvertently expose sensitive company data including intellectual property financial records and customer information Your expertise will empower customers to unleash the promise of GenAI apps while maintaining robust security postures In this role you ll also be a Subject Matter Expert for our integrated Cloud Access Security Broker CASB solution addressing the challenges of securing SaaS applications in the cloud You ll have the opportunity to work on the most comprehensive AI Security solution ensuring customers can safely leverage AI technologies Your critical thinking and problem-solving skills will be key in analysing complex issues and providing the necessary support to keep our clients environments secure Your Impact Provide advanced technical support to customers and partners particularly in the areas of AI Access Security and SaaS Security Troubleshoot and resolve complex issues related to the safe adoption of GenAI apps and the protection of SaaS applications Offer best practices and configurations to optimize security solutions for our customers Manage and resolve support cases efficiently ensuring timely follow-up and resolution Conduct fault isolation and root cause analysis for technical issues providing clear documentation and updates Author and publish Technical Support Bulletins and other knowledge base documentation Collaborate with cross-functional teams to drive product improvements and customer success Travel to customer sites as needed to expedite resolution of critical situations Provide on-call support as required to address urgent customer needs QualificationsYour ExperienceMinimum 8 years of experience in a technical support engineer role with a focus on network security technologies Strong written and verbal communication skills with the ability to explain complex technical issues to diverse audiences Expertise with Remote Access VPN solutions IPSEC PKI SSL TCP IP and Authentication Protocols SAML LDAP RADIUS etc Experience with Firewall Central Management Systems and multi-factor authentication security systems In-depth knowledge of security services including IDS IPS Firewalls and network debugging across mixed media and protocols Ability to work flexible hours including weekends and evenings to support customers in different regions Preferred Experience with Cloud Security and CASB services Familiarity with AWS Azure and or GCP Experience with Linux Unix Windows and MAC OS Knowledge of Cisco Checkpoint Juniper Netscreen and Fortinet technologies Additional InformationThe TeamOur Global Customer Support team plays a critical role in Palo Alto Networks mission to protect our digital way of life We are committed to enabling customer success by providing exceptional post-sales support As part of this team you will be instrumental in supporting the safe adoption of AI technologies and the secure use of SaaS applications You ll be involved in transitioning customers to new products troubleshooting integrations and resolving critical issues with a focus on delivering the best customer support in the industry In this role you ll not only respond to issues as they arise but will proactively seek out and address potential security risks Your contributions will directly impact the safety and success of our customers AI and cloud security initiatives LI-JM4Our CommitmentWe re problem solvers that 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 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 Covid-19 Vaccination Information for Palo Alto Networks Jobs Vaccine requirements and disclosure obligations vary by country Unless applicable law requires otherwise you must be vaccinated for COVID or qualify for a reasonable accommodation if The job requires accessing a company worksite The job requires in-person customer contact and the customer has implemented such requirements You choose to access a Palo Alto Networks worksite If you have questions about the vaccine requirements of this particular position based on your location or job requirements please inquire with the recruiter