Staff Technical Support Engineer - Threat

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

At Palo Alto Networks® everything starts and ends with our mission: 

Being the cybersecurity partner of choice, protecting our digital way of life. 

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for the better. 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.

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’re 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 Technical Support to customers & partners by phone, e-mail in both Japanese and English
• Support our customers & partners with soft skills such as setting right expectations, building rapports, and choosing the best communication methods to resolve their issues faster and to boost customer satisfaction
• Manage and prioritize backlogs
• Troubleshoot using the best methods and techniques to solve complex problems
• Work directly with cross-functional teams outside their own area of expertise to get customer problems resolved
• Regularly participate in technical discussions with the engineering teams
• Publish Knowledge Base articles, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
• Assume technical support responsibilities for the following threat-related issues
  • Overall WildFire functional issues including WildFire verdict issues
  • Antivirus signature detection issues
  • Anti-Spyware signature detection issues
  • DNS signature detection issues
  • URL Filtering categorization issues
  • Platform related vulnerabilities and inquiries
  • Vulnerability signature coverage requests
  • File Type Identification issues
  • Application Identification issues
• Develop into a Threat Subject Matter Expert. Eager to learn new things and catch up with the new technologies as the threats evolve rapidly
• Provide technical assistance to other team members 

The Team

Our technical 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 ones, 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 on providing the best customer support in the industry.

Qualifications

• The experience with Firewall / Threat Prevention / Networking is required; typically 5 years of relevant experience
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• The ability to work independently, as well as contributing as a team player

Our Commitment

We’re trailblazers that dream big, 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  [email protected].

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.

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