Senior Security Services Engineer

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

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 are 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 customers on-site support, deployment and implementation, knowledge transfer, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Provide post sales technical support, while handling support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Provide on-call support 24x7 on an as needed basis
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Work shoulder to shoulder with the Sales and Sales Engineering Teams

Qualifications

Your Experience

• 7+ years of deep technical knowledge and technical support with a strong customer focus or related experience
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
• Analytical troubleshooting skills in different Operating Systems, displaying problem-solving abilities - Strong proficiency in software and infrastructure troubleshooting, testing, and debugging - Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
• Experience with SOAR platforms, especially in creating and expanding playbooks using automation and scripting tools 
• Extensive knowledge of security technologies, including firewalls, endpoint prevention, SIEM, and vulnerability management tools - Proficient in parsing, correlation, data modeling, and dashboards with SIEM solutions such as IBM QRadar, Splunk, ArcSight, FortiSIEM, and Trellix
• Hands-on deployment experience with various EDR solutions including Palo Alto XDR, McAfee Endpoint Security, Data Loss Prevention, CrowdStrike and Symantec Cyber Security products
• Automation skills using Python, Bash, and Powershell
• Excellent written and spoken communication skills, strength with establishing relationships in Hebrew and English
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• Strong project management, time management, and organizational skills, accompanied with great people skills (soft skills)
• Prior experience in similar vendor Technical Support Centers
• Excellent problem solving, critical thinking, communication, and teamwork skills
• Knowledge in on-prem and cloud-secured access - VPN / Zero Trust / SASE / Proxy / Reverse Proxy / Firewall- a plus
• Experienced with public cloud providers such as GCP, AWS, and Azure - a plus
• Experience in Docker or other container-based technologies- a plus
• Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint,  Juniper, Fortinet) firewall environments - PANW firewalls and VM-Series - A plus
• Intimate experience with IL IDF computer units - a big plus
• Israeli MOD security clearance in effect (Plus)

Additional Information

The Team

Our technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs. As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, 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 of providing the best customer support in the industry.

We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

#LI-NS14

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

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.