Technical Support Engineer

Staff Technical Support Engineer, AI Access and SaaS Security

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.

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 Are

We 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

Job Description

Your Career

Imagine 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

Qualifications

Your Experience

Minimum

• 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 Information

The Team

Our 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-JM4

Our Commitment

We'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.

Experience LevelSenior Level

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