Sr. CyberSecurity Specialist

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

As a Threat Specialist, you will work with Development, Sales, QA and Marketing to build positive customer experience. With your strong fault, isolation, and root cause analysis skills, you will diagnose and solve complex technical issues and provide timely solutions to internal and external customers. You will regularly update support cases in a call tracking system and documenting customer problems, technical solutions and product information in the knowledge base. In this role, you will mentor and train new hires and junior engineers to drive continuous improvement and effectiveness of the team across the entire support organization. You will also work to reproduce customer issues in the lab and qualify escalations along with creating a workaround for customer problems to minimize service impact. Travel may be required to customer and Partner sites to assist in fault isolation and root cause analysis. You will ensure compliance with all procedures including Escalation, Problem / Bug Reporting, RMA processes.

Your Impact

• Provide Technical Support to customers, partners and Palo Alto Networks Tier2 engineers by phone, e-mail and in-person
• Work directly with ETAC and Software Engineering to get customer problems resolved
• Isolate root cause for product defects and Reproduce customer issues in the lab
• Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors - Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
• Network with key contacts outside own area of expertise - Regularly participate in technical discussions with cross-functional teams
• Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
• Manage technical escalations & own complex cases
• Engage with PM/R&D/Dev to provide feedback on product and customer experience
• Conduct multi-vendor troubleshooting
• Develop into Subject Matter Expert across multiple areas
• Visibility across the entire organization - leadership is recognized across the organization
• Work cross-functionally to deliver the assigned projects in a timely manner while maintaining a healthy and professional work environment
• Take part in the 24x7 Follow the Sun on-call shift rotation

Qualifications

Your Experience

• Minimum 3 years cybersecurity experience
• Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc
• Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus
• Expert in Routing and Switching protocols (e.g. OSPF / BGP / VLAN / STP)
• Solid experience with Security Protocols (e.g. IPSEC / SSL-VPN / NAT / GRE)
• Experience with Authentication Protocols is a plus
• Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
• Industry Certifications a plus
• Thorough understanding of the Software release and bug cycles
• Ability to work independently, as well as