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- Tasks: Provide technical support and manage customer inquiries in a friendly manner.
- Company: Join Palo Alto Networks, a leader in cybersecurity innovation and protection.
- Benefits: Enjoy flexible wellbeing programs, mental health resources, and personalised learning opportunities.
- Why this job: Shape the future of cybersecurity while working with cutting-edge technology and a diverse team.
- Qualifications: Experience with Endpoint Security software and basic networking knowledge required.
- Other info: Remote work available; we celebrate diversity and provide accommodations for all.
The predicted salary is between 36000 - 60000 £ per year.
At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. 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.
As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.
In this role, you will work with our technical account managers to personalise our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
- Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Previous experience with Endpoint Security software is required. Experience in creating custom collections and data parsing. Experience in integration and implementation of SIEMs.
Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols. Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging). Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction. Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus.
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. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
We’re problem solvers that take risks and challenge cybersecurity’s status quo. 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.
Remote Customer Support Engineer (Permanent) employer: Palo Alto Networks
Contact Detail:
Palo Alto Networks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote Customer Support Engineer (Permanent)
✨Tip Number 1
Familiarise yourself with Palo Alto Networks' mission and values. Understanding their commitment to cybersecurity and innovation will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Brush up on your technical skills related to Endpoint Security software and SIEM integration. Being able to discuss specific experiences or projects where you've successfully implemented these technologies will demonstrate your expertise and readiness for the role.
✨Tip Number 3
Prepare to discuss your problem-solving approach in detail. Since the role involves troubleshooting complex environments, having examples ready that illustrate your analytical thinking and ability to work under pressure will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Palo Alto Networks on platforms like LinkedIn. Gaining insights into the company culture and the specifics of the Customer Support Engineer role can provide you with valuable information to use in your application and interviews.
We think you need these skills to ace Remote Customer Support Engineer (Permanent)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Remote Customer Support Engineer position. Tailor your application to highlight relevant experience in technical support, especially with Endpoint Security software and networking knowledge.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience with troubleshooting various operating systems (Windows, MacOS, Linux) and any familiarity with cloud technologies like Kubernetes, GCP, and AWS. Mention specific examples where you've successfully resolved technical issues.
Showcase Your Problem-Solving Skills: Palo Alto Networks values problem solvers. Use your application to demonstrate how you've tackled complex technical challenges in the past. Include metrics or outcomes where possible to illustrate your impact.
Personalise Your Application: Make your application stand out by personalising it. Research Palo Alto Networks' mission and values, and reflect this understanding in your cover letter. Explain why you're passionate about cybersecurity and how you align with their commitment to innovation and customer success.
How to prepare for a job interview at Palo Alto Networks
✨Understand the Company Mission
Before your interview, make sure you fully grasp Palo Alto Networks' mission of protecting the digital way of life. Be prepared to discuss how your values align with theirs and how you can contribute to their goal of being a leading cybersecurity partner.
✨Showcase Technical Expertise
Given the technical nature of the role, be ready to demonstrate your knowledge in Endpoint Security software, networking, and troubleshooting across various operating systems. Prepare examples from your past experiences that highlight your problem-solving skills in complex environments.
✨Emphasise Customer Support Skills
As a Customer Support Engineer, your ability to communicate effectively and empathetically is crucial. Share specific instances where you've successfully resolved customer issues or improved their experience, showcasing your commitment to customer success.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle real-world technical issues. Practice articulating your thought process when diagnosing problems, working with teams, and implementing solutions, as this will demonstrate your analytical skills and teamwork.
