Customer Advocate - Network Security (Remote)

About the Role

We are seeking a dedicated Customer Advocate - Network Security to join our team remotely. In this role, you will be at the forefront of addressing complex post-sales concerns for our valued customers, ensuring their satisfaction and security needs are met. At Palo Alto Networks, we are united by a mission to protect our digital way of life, and as a Customer Advocate, you will play a crucial part in this mission.

What You'll Do

• Provide tailored technical support to customers and partners, ensuring their network security needs are met.
• Effectively manage support cases from recording to resolution, including timely follow-ups.
• Conduct fault isolation and root cause analysis for technical issues, ensuring swift resolutions.
• Author Technical Support Bulletins and maintain technical documentation in the Knowledge Base.
• Collaborate with the Engineering team to influence product operability and enhance customer satisfaction.
• Communicate complex technical issues effectively to internal and external stakeholders.
• Travel to customer sites for critical situations, expediting resolutions as needed.
• Provide support that includes mandatory weekend, holiday shift work, and on-call support.

Requirements

• Minimum of 5 years of network security experience along with strong communication and customer service skills.
• Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications.
• Analytical troubleshooting skills in Linux, displaying problem-solving abilities.
• Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS.
• Intermediate expertise in SIEM workflows with a foundational understanding of the broader security stack.
• A bachelor's degree in computer science or related discipline or equivalent military experience required.

Nice to Have

• Knowledge of IP network technologies and performance monitoring/troubleshooting software tools.
• Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks.

What We Offer

• Competitive salary range of $103,400.00 - $167,200.00 per year.
• Visa sponsorship opportunities for international candidates.
• Flexible work arrangements to support collaboration and innovation.
• A diverse and inclusive workplace culture.
• Opportunities for professional development and career growth.