Technical Support Engineer, Cortex XDR

  • Tokyo, Japan
  • Full-time
  • Department: Information Security

Company Description

At Palo Alto Networks® everything starts and ends with our mission: Protecting our way of life in the digital age by preventing successful cyberattacks. It’s not a small goal. It isn’t simple either, but we aren’t in this for the easy answer. As a company with a foundation in challenging the way things are done, we’re looking for innovators with a dedication to best. In return, your career will have a tangible impact – one that's working toward technology that affects every level of society.
Our mission doesn’t happen by treading softly – no, it happens by defining an industry. It means building products that haven't been thought of. It means selling products with a solutions mindset. It means supporting the infrastructure of a company that moves at an incredible speed – intentionally – to stay ahead of the world’s next cyberthreat.a

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’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).

In particular, you will be engaging with our Cortex XDR™ which is the industry's first extended detection and response platform that runs on integrated endpoint, network and cloud data to reduce noise and focus on real threats. Which also has a cloud management aspect, allowing you to be involved with different technologies- From deep OS knowledge (Windows, Mac and Linux) to networking and cloud (AWS, GCP).

Your Impact

  • Provide Technical Support to customers and partners

  • Provide configurations, troubleshooting and best practices to customers

  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed 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

  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

  • Travel to customer sites in the event of a critical situation to expedite resolution as required

  • Provide on-call support 24×7 on an as-needed basis


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..)

  • Excellent written and verbal communication skills; Fluent in Japanese

  • Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols

  • Required experience with supporting Endpoint software products

  • Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging).

  • Previous experience with Endpoint Protection software is a plus

  • Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus

  • Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC).

  • Experience understanding malware, exploits, operating system structure and behaviour.

  • The ability to script in different languages is a plus. Ability to read source code (C/C++/Python/JS/Powershell) is desirable

  • Virtualization experience (AWS, Azure, GCP, VMWare, OpenStack)

  • Attention to details, fast learner and excellent communication skills. Be able to communicate technical information in a simplified, easy to understand manner.

  • Work-From-Home experience is a plus.

Additional Information

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 just evolves. Our technical team provides 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 everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfilment from resolving new problems, and think about things just plain different.

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. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.

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.

Additionally, 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]

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