דרושים Senior Technical Support Engineer - Focused Services ב-Palo Alto ב-Netherlands, Amsterdam

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. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Key Responsibilities

• Strategic Portfolio Oversight: As the technology leader within the theatre, own the overall portfolio of projects, ensuring alignment with business objectives, regional priorities, and long-term strategic goals
• Cross-Functional Stakeholder Management: Collaborate with internal teams such as
• Sales, Customer Success, Operations, Resource Management, Technical Center of
• Excellence and Support to ensure overall deployment success
• Champion Operational Excellence: Lead the implementation of disciplined execution practices across project management activities, setting the standard for operational excellence and driving a culture of accountability and continuous improvement in all areas of project delivery
• Strategic Partner Collaboration: Define and optimize project team structures, working closely with cross-functional partners (technical, business, and external stakeholders) to ensure projects are resourced effectively and executed in alignment with scope, requirements, and deliverables
• Resource Planning and Forecasting: Lead theater-level strategic resource planning efforts across the region, forecasting staffing needs, managing overall headcount allocation, and providing quality assurance on onboarding processes to ensure optimal staffing levels in line with customer demand and project requirements
• Escalation and Issue Resolution: Be a senior escalation point for complex or high-risk Professional Services engagements, proactively identifying issues, mitigating risks, and providing strategic guidance to resolve escalations effectively and in alignment with customer needs while driving faster time to deploy
• Performance Metrics and Continuous Improvement: Manage operational performance to accelerate revenue, time to deploy and quality targets, including - but not limited to - project backlog, utilization targets, high customer satisfaction (CSAT) scores, and driving faster time to value
• Delivery Governance: Oversee and ensure the effective usage and governance of project management methodology across the region, maintaining consistent adherence to best practices and driving process improvements that optimize project execution and drive high quality and reliability with data integrity
• Leadership and Team Empowerment: Provide strong leadership to the team, fostering a collaborative and high-performance culture. Mentor and develop team members, providing guidance and support to enhance their skills and capabilities
• Provide a positive work environment that encourages innovation, creativity, and continuos improvement

Preferred Qualifications

• Bachelor's degree in Business Administration, Project Management, or a related field; an advanced degree (MBA, MSc) is highly preferred
• 15+ years of progressive experience in project and program management within the technology industry
• 10+ years in a project management/PMO people leadership role with a proven track record of delivering high-impact, complex, strategic initiatives on a global scale
• Demonstrable experience building, leading, or significantly maturing a Program/Project Management team
• Experience in a client-facing or commercial environment, with direct involvement in pre-sales motions and strategic account engagement
• Deep familiarity with the technology industry; experience with cybersecurity concepts is a strong asset
• Proven ability to operate with a high degree of autonomy, confidently leading teams through ambiguity and establishing context where little exists

Who You Are

• A Proactive Owner: You possess a fierce sense of ownership and accountability. You are a self-starter who proactively defines scope, ideates a plan, and drives initiatives to a successful conclusion
• An Influential Communicator: You have exceptional communication and stakeholder management skills, with a proven ability to convey complex ideas in simple, powerful terms and establish the "narrative" around major change initiatives
• A Collaborative Leader: You excel at establishing successful working relationships, fostering collaboration, and orchestrating indirect teams to achieve ambitious goals
• Highly Adaptable: You are action-oriented and thrive in a fast-paced, team-oriented, collaborative environment, with the flexibility to work across multiple time zones to support a global team
• Unwavering Integrity: You operate with the highest level of integrity, earning trust and leading by example

All your information will be kept confidential according to EEO guidelines.

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

Your Career

As a member of the Unit 42, National Security (NATSEC) team, you will be working closely with a globally distributed team of threat researchers. You will be embedded alongside customer environments where you will identify cyber threats in support of unique intelligence requirements.

Your Impact

• Provide timely and actionable intelligence to support customer intelligence requirements
• Leverage global datasets (netflow, malware, passive DNS, etc) to track malicious cyber actors, their infrastructure and campaigns
• Reverse engineer malware via static/dynamic methods as well as interpret Assembly through the utilization of a disassembling or debugging tool
• Collaborate with a global team of threat intelligence analysts to analyze and develop coverage for emerging threats
• Develop strategic threat assessments in support of customer needs
• Communicate with product engineering teams to improve detection efficacy in our ecosystem of products

Your Experience

• Experience working with government agencies
• BS/MS in Computer Science, Computer Engineering, or 5+ years of experience as a cleared threat intelligence analyst
• Experience tracking advanced persistent threat groups
• Working knowledge of BigQuery
• Proficiency in Python, C, and/or C++
• Familiar with static and dynamic malware analysis and common industry tools.
• Familiar with common tactics, techniques, and procedures used by cyber threat actors to conduct network reconnaissance and intrusions, including knowledge of the MITRE ATT&CK Matrix for enterprise and individual techniques.
• Familiar with the cybercrime threat landscape, particularly in Business Email Compromise (BEC)
• Strong knowledge of cyber security threat actors, particularly their tactics, techniques, procedures, tooling, and noteworthy attacks
• Experience leveraging netflow, passive DNS, IP registration, malware telemetry, and other data sets to form comprehensive threat assessments
• Experience working with information security teams such as fusion centers, security operations centers, vulnerability threat management, security incident management, threat hunting, and data analytics
• Excellent time management, often working under tight deadlines and multiple assignments
• Outstanding verbal and written communication skills.
• Comfortable with creating and delivering presentations in a range of environments, from industry conferences to customer briefings.
• Native level English fluency, any other languages a plus."

All your information will be kept confidential according to EEO guidelines.

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

Your Impact

• Security orchestration and automation is complex, so as a Customer Success Engineer you will assist our customers with implementing and customizing our platform to automate their Incident Response processes
• You will also train our clients, resolve issues, respond to product questions and generally help level up our client's understanding so they can work independently
• Technical services include writing custom scripts and system troubleshooting

Your Experience

• Experience in customer-facing roles including familiarity with Customer Success processes and metrics, highly preferred
• XSOAR platform experience highly preferred
• Ability to develop and maintain scripts in Python, Powershell or JavaScript
• Understanding a variety of security products and secure coding techniques
• Linux system administration & troubleshooting experience
• Familiarity with the different products, processes, and ecosystem
• Experience as a Security Incident Responder or SOC analyst/manage
• Ability to work under pressure, and prioritize tasks accordingly
• Experience with mentorship responsibilities
• Fluent English required

All your information will be kept confidential according to EEO guidelines.

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

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 post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
• Remote support, deployment and knowledge transfer
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow–ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• 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.
• 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

Your Experience

• BS/MS or equivalent experience or equivalent military experience required
• 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
• Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage
• Excellent written and spoken communication skills, strength with establishing relationships
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• Excellent interpersonal skills and the ability to work well independently and in a team
• Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive
• Passionate to learn, understand, and dissect new technology stack quickly on own
• Strong project management, time management, and organizational skills
• Strong analytical skills for interpreting business requirements and translating them into technical specifications
• Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP
• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
• Experience with security (IPSEC, SSL–VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (Radius / TACACS)
• Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus
• Excellent problem solving, critical thinking, communication, and teamwork skills
• Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business

All your information will be kept confidential according to EEO guidelines.

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

Your Career

In this role, you will work closely with CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises and alongside the internal account team, confidently presenting implementation plans to all ranges of technical ability.

Your Impact

• This position calls for someone who possesses a good background in Cybersecurity, SaaS and Customer Success, and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.
• Lead client's product onboarding experience, adoption, and expansion across a range of relationships
• Be the customers’ guide through the entire post-sales journey, and advocate in influencing product roadmap and improvements
• Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption - consult them on when to consider expanding their platform, adopt new features, how to reduce time to value, upgrade software and/or hardware, and when to engage additional Palo Alto Networks services
• Advise the customer on their platform adoption, their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teams
• Coach customers on how to establish and implement their Network Security change management, governance, the center of excellence programs
• Identify and escalate risks and issues to the customer and Support team to achieve client success
• Gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support
• Identify risks to customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team
• Monitor key performance metrics like customer satisfaction, renewal rate, product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics
• Proactively engage Customer Support, Product Management and Engineering to monitor and resolve complex technical issues
• Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team
• Internal collaboration with other services teams

Your Experience

• Pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption, along with client facing sales/services experience
• Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) and in cybersecurity
• Experience in or ability to work with technical support and/or professional services within the high-tech industry
• Experience with a SaaS solutions company and/or an enterprise software company
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers
• Good knowledge and experience with GainSight, SFDC, GoogleSuite systems or equivalent tools
• Possibly holds Project Management or Service Delivery qualifications such as PMP, PRINCE2, and ITIL
• Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results
• Ability to identify key customer stakeholders to engage and build relationships without direct supervision
• Ability to influence teams across the organization to achieve desired customer outcomes
• Passionate about driving and tracking a consistent engagement process with all supported customers
• Ability to multi-task and work in a dynamic environment to address emerging security risks and challenges
• Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Preferred Knowledge of Networking and CyberSecurity Network Security
• Knowledge of heterogeneous environments used by enterprise customersPositive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Fluent in English and German required

• Fluency in one or more of the following languages: French, German, Arabic, Turkish, Hebrew or Portuguese would be considered a valuable asset

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 on providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

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

Your Career

The Senior Manager, NetSec Business Development has the primary responsibilities to drive NetSec revenue and pipeline with and through our strategic alliance partnerships, VAR Ecosystem enablement and direct sales teams leverage in EMEA. Working in conjunction with Sales, channel sales, and marketing, contribute to and support plans that drive the growth of our products and increase brand recognition in the market. Depending on the initiative, plans include: direct and indirect sales initiatives, direct and indirect sales training, and direct and indirect marketing initiatives.

Your Impact

• Develop and execute field engagement strategy.

• Training of alliance partners, sales teams, reseller partners to identify and close opportunities.

• Target and recruit new partnerships and alliances in new market segments

• Identify common uses cases, develop and share selling strategies directed at specific market segments (examples: 5G, IOT, Zero Trust, Critical Infrastructure, Manufacturing)

• Provide feedback to Business Development leadership and Product Management teams to execute product integrations for incremental growth.

• Collaborate with all Marketing functions to appropriately scope, and organize product/partnership launches and lead generation activities ensuring alignment with overall product positioning and messaging.

• Work with sales to align our sales resources, assist in closing opportunities and drive strategy execution across the EMEA region.

• Ensure sales alignment, develop and deliver content for executive briefings, roadshows and events.

• Support broader NetSEc strategy execution and collaboration with regional and global business leaders.

• Collaborate with cross-functional teams to drive pipeline generation, customer engagements and market penetration

• Support the development and execution of strategies to identify, qualify and convert a robust pipeline of potential customers for NetSec security solutions

Your Experience

• Proven track record in Business Development, Sales or GTM leadership in the data networking/security industries.
• Ability to identify growth opportunities and help create pipeline for acceleration and focus.
• Ability to work with cross-functional teams and interact with senior executives.
• Experience assembling and launching solutions to market

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing market conditions

• Ability to conduct travel up to 20% of the time across the region

All your information will be kept confidential according to EEO guidelines.

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

Your Career

The Managing Senior Counsel will provide advice and assistance on a range of legal matters mainly for the EMEA region, with a focus on complex commercial transactions. Based in Amsterdam, this position will also provide advice and assistance on a variety of legal issues, including compliance with applicable laws and regulations.

The Managing Senior Counsel will report to the Vice President Legal - EMEA & LATAM, based in Amsterdam, the Netherlands.

Your Impact

• Draft, negotiate, and conclude a wide variety of commercial agreements involving software, subscriptions, professional services, hardware, and customer support, including sales, licensing, subscription, data protection and other commercial and intellectual property agreements that comply with the company’s policies and risk tolerance

• Respond promptly and effectively to legal requests from senior management, sales, operations, channels, marketing, corporate finance, and other internal clients, and advise on recommended courses of action and legal risks

• Advise on data protection/privacy questions and issues as they arise and implement recommended courses of action, policies, and procedures to comply with EU and other EMEA data protection/privacy requirements

• Monitor and advise on current and upcoming legislation and regulatory requirements, including those relating to cyber security, data protection, artificial intelligence, financial services sector, and critical infrastructure

• Train employees on legal issues, company policies, and impactful regulations, including anti-corruption, business conduct and ethics, data protection / privacy, and artificial intelligence, and assist with implementation of policies

• Support the continuous improvement of standard form agreements, policies, and legal processes

• Additional tasks and special projects as needed

Your Experience

• Must be a lawyer qualified to practice in the EU

• 6+ years of relevant legal experience with ability to work both independently and with a team and show demonstrated success, including a minimum of 3 years in-house experience

• Public sector and financial services experience a plus

• Experience working at a European subsidiary of a U.S. publicly traded company is a plus

• English fluency required; superior and proven written and verbal English language skills are required

• Significant experience advising clients on structuring sales, licensing, subscription, privacy, and other commercial and intellectual property transactions and arrangements

• Extensive experience with data protection/privacy requirements, including GDPR and other data protection/privacy regimes

• Excellent interpersonal skills, business judgment, strategic thinking and superior work ethic and must be dynamic and highly team oriented

• Ability to work efficiently with cross-functional teams and manage numerous complex projects simultaneously under tight deadline pressure

• Flexibility to work on a variety of legal matters

• Experience in cyber security or other high technology is preferred

• Up to 10% travel required within EMEA and occasional travel to HQ in Santa Clara, California

All your information will be kept confidential according to EEO guidelines.

All your information will be kept confidential according to EEO guidelines.