セキュリティ対策に革命を。

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! 

Your Career

As a Staff Technical Support Engineer specializing 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. 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. Your critical thinking and problem-solving skills will be key in analyzing 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 while collaborating with other teams to ensure alignment.
• 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 to facilitate applied learning.
• Collaborate with cross-functional teams, such as engineering and product management, to drive product improvements and customer success.
• Provide on-call support as required to address urgent customer needs.

Required Qualifications

• Bachelor's degree in a technical field or equivalent military experience is required.
• 8+ years of experience in a technical support engineer role, with a focus on network security technologies.
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (SAML, LDAP, RADIUS, etc.).
• In-depth knowledge of security services, including IDS/IPS, Firewalls, and network debugging across mixed media and protocols.
• Strong written and verbal communication skills, with the ability to explain complex technical issues to diverse audiences.

Preferred Qualifications

• Experience with Cloud Security and Cloud Access Security Broker (CASB) services.
• Familiarity with public cloud platforms such as AWS, Azure, and/or GCP.
• Experience with Linux, Unix, Windows, and MAC OS operating systems.
• Knowledge of competitor technologies such as Cisco, Checkpoint, Juniper (Netscreen), and Fortinet.

The Team

Our Customer 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, and fixing 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.

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  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.