Palo Alto Sr Technical Support Engineer Focused Services Cortex XDR 

Japan, Chiyoda 

27221929

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 reactive/proactive technical support to top-tier customers
• Provide configuration review, troubleshooting and best practices to named customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Gather and retain customer-specific documentation in a secure location for ease of troubleshooting
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel will be required to customer sites in conjunction with working with Technical Account Managers for named accounts

Your Experience

• Experience:

  • 5+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)

  • Supporting Endpoint security software products (e.g., Antivirus, DLP, IPS, NAC, etc.)

  • CSP (Cloud Service Provider) related work experience is desirable

  • Business level Japanese language skills

• General skills:

  • A customer-centric mindset is a mandated attitude for this position as a technical support engineer

  • Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business

  • Excellent written and verbal communication skills in Japanese as this position is required to work with Japanese-speaking clients on a daily basis; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms

  • Business level or higher English especially for writing and reading

  • Attention to detail, fast learner, and excellent communication skills

  • Be able to communicate technical information in a simplified, easy-to-understand manner

  • Proactive and independent attitude toward learning products technical knowledge from eLearning basis training in English

• Technical skills:

  • Strong ability to understand malicious software behavior in conjunction with the operating system structure

  • Strong ability to understand Windows OS, Linux OS, and macOS-based applications (Installation, troubleshooting, Debugging)

  • Knowledge of public cloud platform (XaaS) features, capabilities, and best use scenarios is desirable

  • The ability to write code/script (C/C++/Python/JS/Powershell) is a plus

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.

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