Mirantis helps organizations ship code faster on public and private clouds. The company provides a public cloud experience on any infrastructure from the data center to the edge. With Lens and the Mirantis Cloud Native Platform, Mirantis empowers a new breed of Kubernetes developers by removing infrastructure and operations complexity and providing one cohesive cloud experience for complete app and devops portability, a single pane of glass, and automated full-stack lifecycle management with continuous updates.

Mirantis serves many of the world’s leading enterprises, including Adobe, DocuSign, Liberty Mutual, PayPal, Reliance Jio, Societe Generale, Splunk, and Volkswagen. Learn more at www.mirantis.com.

Mirantis is adding an L2 Technical Support Engineer to our team! We are seeking a Technical Support Engineer to provide world-class technical support for Mirantis Cloud Infrastructure technologies.  These technologies include Mirantis Openstack for Kubernetes and Mirantis Cloud Platform. You are a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Solution, Engineering, and Product Management to represent the voice of the customer.

Mirantis’ Customer Success team is on a mission to delight millions of developers and system administrators that rely on the Mirantis Cloud Infrastructure and Container technologies to build, share, and run their distributed applications. Our customer base spans from individuals to SMBs to large global enterprises. As Mirantis continues to experience hyper-growth, the Mirantis CS team is setting our sights to find creative ways to scale efficiency while simultaneously increasing customer satisfaction.

Main Responsibilities:

• Provide technical support via customer support portal, remote sessions, and email for Mirantis Openstack Products
• Troubleshoot issues in Mirantis Openstack environments toward root-cause and resolutions
• Proactively manage and utilize private cloud deployments based on Mirantis OpenStack
• Work closely with the engineering team: Report product bugs, Request new features, etc.
• Contribute to Knowledge Base for Mirantis Customers and the rest of the team.
• Manage your workload properly to make sure all customer requests and issues are tracked and handled in a timely manner

• High School diploma or equivalent required, four year college degree preferred or work history equivalent (3+ years software engineering experience)
• Fluent English speaking and writing skills.
• 1-2+ years of technical support or engineering or equivalent experience
• Working knowledge of OpenStack
• Hands-on Linux system administration and operations skills
• Strong troubleshooting and debugging ability of issues
• Good understanding of networking concepts and protocols
• Good knowledge of virtualization solutions (libvirt, KVM, VMWare)
• Ability to read and understand Python code; good shell scripting skills

The following skills and experience are preferable:

• Working knowledge of Network Function Virtualization technologies (SR-IOV, DPDK, PCI Passthrough)
• Working knowledge of Software-Defined Networking (OpenVSwitch, Tungsten Fabric)
• Familiarity with configuring, customizing, and extending Logging and Monitoring tools (Grafana,  Prometheus, ElasticSearch, Kibana)
• Experience with configuration management tools (SaltStack, Ansible, Helm)

Why are we a great team to join?

• By joining Mirantis and working in the Mirantis Customer Success Team,
• You will have the opportunity to join a variety of trail-blazing events as a member of the leader in the Container and Openstack Industry.
• You will be empowered to show your best in your daily work with constant training, learning, and self-development.
• You will be able to build and expand your skill sets including but not limited to Support ,Operation ,Consulting ,SRE and Management.
• You will be provided with a unique development plan following individuals' preferences and choices.
• You will receive a competitive compensation package with a strong benefits plan and stock options.

What does Mirantis offer you?

• Work with an established leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Receive a competitive compensation package with strong benefits plan and stock options.

We are a Leader for Container Management in G2 (#2 after AWS)!

Imagine a world where Monday blues are a thing of the past. Where redundancies provide real opportunities to pivot. And where everyone can shape a career meaningful to them. 

At Reejig, we think everyone deserves to fulfill their career potential #zerowastedpotential. Our AI helps companies adapt and grow, making it easy for HR teams to see their entire talent pool, identify skill gaps and build careers. 

As a Technical Support Engineer, you will be a key individual in the end to end support of our users. You will work closely with Product, Engineering and Customer Success to build out a product support framework and strategy optimised to ensure our users receive the best care imaginable.

If we look at the role in more detail, you will:

• Support our Enterprise customers with their technical support queries

• Provide and suggest workarounds to our customers for serious or critical issues while under investigation by Reejig’s R&D engineers

• Be the main customer interface to Reejig R&D engineering teams to resolve customer bug issues and manage communication with the customer and CS team members.

• Experience creating support knowledge base articles for common issues & also growing the support knowledge base.

• Make proposals/suggestions to Insight R&D to continuously improve the customer user experience and quality of DocuSign products

• Work with Product teams to participate in software quality testing when required.

• Provide technical troubleshooting to the complex commerce issues that clients are facing based on excellent product knowledge.

• Define product troubleshooting processes and collaborate with other Customer Success and cross-functional teams to ensure efficient deployment.

• Work collaboratively with key internal stakeholders to understand and drive priority improvements to client information management, and ultimately, end-to-end client experience

• 3+ years of SaaS troubleshooting experience in a Technical Support capacity

• You know your way around a customer service orientated and delivery focused environment

• The construction of a support framework geared towards identifying patterns that allow us to iterate and improve upon our processes.

• Have experience with Participant systems, operations & connectivity models across Front, Middle or Back Office environments

You will be able to:

• Understand the Reejig product and its three components: Talent Acquisition and Opportunity Marketplace, Career Co-Pilot, Workforce Intelligence

• Clear understanding of future roadmap. 

• Ability to replicate and triage incoming items from customers and competently categorise/assign to the correct product team backlog for review.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

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

• Work with customers to provide Technical Support of complex WAN architectures and network issues
• Replicate customer environments and network issues as needed to provide  fault isolation and root cause analysis for technical issues
• Provide technical expertise and guidance during testing and deployment of SD-WAN systems
• Work with engineering if needed to provide fixes or other remediation activities
• Manage critical customer issues and facilitate communication between customers, account teams, and engineering
• Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Experience supporting enterprise customers with complex LAN/WAN environments
• Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch and DataCenter Architectures
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL
• Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
• Experience with SD-WAN, virtualization or cloud technologies is a plus 
• Experience with Palo Alto Networks, Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products a plus
• Willing to work flexible and varying shift times including weekends and evenings
• Industry Certifications a plus
• Ability to work independently, as well as contributing as a team player

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 evolves. As threats and technology change, 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.

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.

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].

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 an accommodation due to a disability or special need, please contact us at [email protected].

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.
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 provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. You’ll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
 

Your Impact

Work with US Government customers to provide Technical Support of complex SaaS architectures and network issues.
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 24x7 on an as-needed basis
 

Your Experience

• U.S. Citizenship status is required. 
• Deep technical knowledge and technical support with a strong customer focus or related experience 
• Willing to work flexible and varying shift times including weekends and evenings
• Able to effectively communicate both verbally and in written form to all levels and stakeholders - internally and externally on complex technical issues.
• Possess working knowledge of Palo Alto Networks products and technology
• Shown ability to independently debug broad, complex, and rare networks with mixed media and protocols required.
• Ability to work well is a diverse team environment
• Experience with DLP, Data Patterns and data governance
• Experience with Linux and Unix systems
• Required experience with Cloud Security 
• Required experience with AWS, Azure, and/or GCP
• Knowledge of CASB service is a big plus.
• Knowledge of scripting languages, preferably JavaScript and/or Ruby a plus.    
   

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 evolves. As threats and technology change, 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.

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.
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]
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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

At Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

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 provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. You’ll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.

Your Impact

• Work with US Government customers to provide Technical Support of complex SaaS architectures and network issues.

• 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 24x7 on an as-needed basis

Your Experience

• U.S. Citizenship status is required. 

• Deep technical knowledge and technical support with a strong customer focus or related experience 

• Willing to work flexible and varying shift times including weekends and evenings

• Able to effectively communicate both verbally and in written form to all levels and stakeholders - internally and externally on complex technical issues.

• Possess working knowledge of Palo Alto Networks products and technology

• Shown ability to independently debug broad, complex, and rare networks with mixed media and protocols required.

• Ability to work well is a diverse team environment

• Experience with DLP, Data Patterns and data governance

• Experience with Linux and Unix systems

• Required experience with Cloud Security 

• Required experience with AWS, Azure, and/or GCP

• Knowledge of CASB service is a big plus.

• Knowledge of scripting languages, preferably JavaScript and/or Ruby a plus.

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 evolves. As threats and technology change, 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.

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.

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]

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

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

• Work with US Government customers to provide Technical Support of complex WAN architectures and network issues.

• Replicate customer environments and network issues as needed to provide fault isolation and root cause analysis for technical issues.

• Provide technical expertise and guidance during testing and deployment of SD-WAN systems.

• Work with engineering if needed to provide software related fixes or other remediation activities.

• Manage critical customer issues and facilitate communication between customers, account teams, and engineering.

• Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation.

• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base

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

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

Your Experience

• U.S. Citizenship status is required. 

• Able to effectively communicate both verbally and in written form to all levels and stakeholders - internally and externally on complex technical issues.

• Experience supporting enterprise customers with complex LAN/WAN environments.

• Strong understanding of enterprise WAN design.

• Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch and DataCenter Architectures.

• Familiarity with Transport Layer Security (TLS) and IP Security (IPsec)

• Ability to independently debug broad, complex and unique networks with mixed media and protocols is required.

• Experience with SD-WAN, virtualization or cloud technologies is a plus 

• Experience with Palo Alto Networks, Cisco, Checkpoint, Juniper (Netscreen), or Fortinet products a plus

• Willing to work flexible and varying shift times including weekends and evenings

• Relevant Industry Certifications Desired (e.g.,  ENSDWI)

• Ability to work independently, as well as contributing as a team player.

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 evolves. As threats and technology change, 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.

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.

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]

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission: 

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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. 

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

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 technical services around Prisma Cloud technologies, troubleshooting and best practices observations 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.

• Provide configurations, troubleshooting, and best practices to customers.

• Work with our Engineering team and influence the operability of the product

• Able to effectively communicate to all levels and stakeholders – internally and externally on complex technical issues

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

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

• Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use scenarios

• Existing knowledge of, and experience with application developments or operations under the container / serverless environment on public clouds

• Ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required

• Excellent written and verbal communication skills

• Experience supporting Firewall or Network and Security devices is a plus

• Having rich knowledge in Network Security and Networking protocols is a plus

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 evolves. As threats and technology change, 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.

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.

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].

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.

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

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

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 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 24x7 on an as-needed basis

Your Experience

• Willing to work flexible and varying shift times including weekends and evenings

• Previous experience in a Technical Support environment is required

• Excellent written and verbal communication skills

• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)

• Experience working with Firewall Central Management Systems

• Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)

• Working knowledge of Security services (IDS/IPS, Firewalls, etc.)

• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

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

• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)

• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus

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 evolves. As threats and technology change, 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.

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.

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]

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

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 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.

• Provide on-call support 24x7 on an as needed basis

Your Experience

• Working knowledge of the major cloud platforms (AWS, Azure, GCP)

• AWS,Azure Certifications a plus 

• Knowledge of virtualization platforms (Vmware, etc.) a plus

• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required

• Willing to work flexible and varying shift times including weekends and evenings

• Excellent written and verbal communication skills

• Authentication Protocols (LDAP, RADIUS, SAML, etc.)

• Working knowledge of Security services (IDS/IPS, Firewalls, etc.)

• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)

• Experience with Splunk/regex is preferred

• Experience with CloudFormation, Terraform, Azure Resource Manager, or GCP Cloud Deployment Manager Templates

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 evolves. As threats and technology change, 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.

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.

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]

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.

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

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Part of the Ratiodata Group, Accesa is a leading technology company headquartered in Cluj-Napoca, with offices in Oradea and Munich. Over the past 17 years, the company has been establishing itself as an employer of choice for IT professionals who are passionate about problem-solving through technology and want to have a measurable impact through their work.

A trusted partner for major brands in Retail, Consumer Goods, Manufacturing, and Automotive, Accesa helps businesses embrace flexibility, adaptability, and evolution within their digital journey, through a large spectrum of tailored IT services, leveraging mainstream, niche, as well as legacy technologies.

Its sister-company RaRo delivers complex digital evolution solutions for highly regulated industries like Insurance and Banking and, together, the two companies cover the complete digital evolution journey of their customers, from hardware to software and managed services solutions.

With more than 700 IT professionals in its 13+ Competence Areas, the two sister-companies join forces to build a distinctive people-first culture that enables their people to thrive, their clients’ business to evolve and end users to succeed.

About the projects

In this role you will be providing day to day support to our customers – both to their end users, as well as the technical representatives of our customers. You will also be consulting and aiding our customers adopt new technologies as they are released.

Your team

You will have the opportunity to learn from our colleagues' vast knowledge and experience in modern workplace technologies. We welcome questions and offer support when needed, but we also encourage a hands-on approach for those who prefer it. Continued improvement is also a big step of what we do, as we at Accesa have a strong focus on getting better.

Your role

You will be able to help us grow our capabilities when it comes to the conventional and cloud infrastructure management. On our part, we will support your professional development and ensure that you are performing motivating and relevant tasks. 

In a typical week, you will be performing the following functions as individual assignments or as part of a team:

• Work with massive Azure cloud and hybrid environments supporting Intune and MECM (SCCM)
• On your own or with direction from more senior technical specialists, carry out cloud or on-premises data center operations assignments
• Maintain and optimize Microsoft-based and third-party environments for various projects
• Improve infrastructure & policies to minimize potential issues with the end user devices
• Respond to customer requests, change management cycle, incidents etc. based on ITIL and Agile practices
• Continuously develop and improve quality of service, applying automation and personal capacity

Real impact one step at a time

Your impact will consist in guaranteeing that our clients’ environments are secured, always up to date and the tools used are tailored to meet the business requirements, from both a cost and productivity perspective.

Professional opportunities

You will be able to use your skills as you go, in our test environments and perform practice exams to test your knowledge. You will be able to get certified on the technologies you will work with, attend workshops and conferences, establish connections with people that have similar roles from all over the world and see the latest advancements in the technologies we work with as presented directly by vendor representatives.

Community insights

In Accesa we have several Competence Areas that are meant to help your personal and professional development get to the next level. Apart from technical and soft-skills oriented workshops that you can attend, facilitated both by internal and external partners, you can also benefit from a community of mentors and coaches that is company-wide. You will be able to focus on your career path with the help of your technical lead, you will have the flexibility to try out other technologies that seem appealing to you and ensure that you enjoy working and learning every day.

• Knowledge of Microsoft infrastructure and servers
• Knowledge of Windows Operating Systems
• Knowledge of Active Directory
• Knowledge of MECM (SCCM) and Intune
• Very good investigation and troubleshooting skills
• Understanding and certain knowledge of of TCP/IP from a server technical perspective
• Understanding and certain knowledge of Enterprise Security and Cloud Security principles (Azure)
• Understanding and certain knowledge of device security management concepts and tools (such as Defender or other antivirus)
• Understanding and certain knowledge of Azure IaaS/PaaS
• You need to be proficient in English, both written and spoken
   

It is also important that you:

• Are able to plan, manage your time and take responsibility from day one 
• Have the ability to present your ideas to others
• Demonstrate a great customer service mindset
• Are a great team player, ready to go the extra mile for your colleagues
• Are interested in being up to date with new technologies and value knowledge-sharing 

It will be a plus if you have a good experience with:

• Azure
• Packaging
• PowerShell Scripting

At Accesa & RARo you can:

Enjoy our holistic benefits program that covers the four pillars that we believe come together to support our wellbeing, covering social, physical, emotional wellbeing, as well as work-life fusion.

• Physical: premium medical package for both our colleagues and their children, dental coverage up to a yearly amount, eyeglasses reimbursement every two years, voucher for sport equipment expenses, in-house personal trainer
• Emotional: individual therapy sessions with a certified psychotherapist, webinars on self-development topics
• Social: virtual activities, sports challenges, special occasions get-togethers
• Work-life fusion: yearly increase in days off, flexible working schedule, birthday, holiday and loyalty gifts for major milestones

Architech is a Toronto-based software company with over 16 years of experience in creating technology solutions for clients across North America. We leverage the latest cloud technology and hire top talent to modernize applications so that businesses can succeed in today’s digital world. 

Our Dream Team has a main hub in Toronto, but expands across Canada and Kraków, Poland. Our team consists of over 100 certified technical experts in our Product, Design, Engineering, and Delivery disciplines. Our values drive our culture of success: Think Big, Be Open & Collaborate, Never Fail a Client, Grow Our People, Do the Right Thing, and Embrace Change. 

Be Open & Collaborate: Our Culture Says It All

You’ll work very closely with a diverse tight-knit group of creative and talented people who are passionate about technology, software, and solutions. Not only will you work in a collaborative and supportive environment, you’ll also grow your existing skills while keeping up with technology trends.

Who We Are

We’re passionate about creating an environment where every team member feels empowered to share their unique point of view. We celebrate diverse talents and encourage our teammates to share their whole selves – because our greatest source of inspiration is each other, and we believe diversity drives innovation. 

In order to be inclusive, we must be intentional. We have taken a multi-pillar approach to D&I at Architech including: Listening & Learning, Being an Ally, and Accountability.

In 2020 we launched our first Diversity & Inclusion survey. While we are always striving for more equal representation, we are very proud of our results:

• 31% women, 57% BIPOC, 14% LGBTQIA+
• 49% of our people were born in countries other than where our offices are located. Our team members collectively speak 19 different languages. 59% of our people speak more than one language
• In the past year Architech has increased the number of women in our technology function by 200%. We strive to do even better as our multi-year strategic plan unfolds.
• We analyzed salaries by gender of persons in the same role and are delighted to report a 0% gender pay gap in our delivery and technology roles!

What Our People Say

“Employees of different backgrounds interact well within our company” – 97% of employees agree

 “Architech respects individuals and values their differences” - 96% of employees agree

We Grow When You Grow

We encourage and support continuous learning by ensuring everyone stays active in the tech community. To help you with this, we offer tools and programs such as Learning Budget, Certification Bonuses, Internal Bootcamps, Summit Days, Lunch & Learns and much more. And this is just the beginning. Check out all our other great benefits. 

Welcome to Architech. 

Responsibilities

• Partner with Sales Account Manager to create business objectives, assess client’s goals and needs, and drive value for the client using Architech offerings.
• Assess customer’s requirements, define and manage scope and provide cost estimates for solutions across numerous verticals and industries. 
• Act as a key resource in bringing solutions for approval to Architech’s CTO Office for solution and quality assurance and to ensure delivery standards are met.
• Provide technical expertise in cloud-native solution architecture, modern application design patterns and microservices based architectures.
• Lead the response to RFPs/RFIs/SOWs and produce documentation such as high-level architecture to support recommended solutions. 
• Validate proposed project scoping with internal stakeholders including project managers, technical leads, designers, strategists and project teams. 
• Document functional and non-functional requirements, system context model, component and operational architecture diagrams – with traceability to project estimation.
• Communicate architectural decisions to a varied audience including business and technology stakeholders from the conceptual to the physical perspectives. Identify and communicate solution trade-offs, technical design decisions, and provide accurate technical solution proposals based on client requirements. 
• Ability to recognize and balance functional and non-functional requirements to ensure the optimal solution for the end customer.
• Leverage existing technology partners into proposed solutions to strengthen relationships. 
• Transition project requirements to Delivery teams following sale completion for smooth implementation. 
• Build prototypes and participate regularly in demos to clients and at tech industry events to positively represent Architech. 
• Support Sales and Professional Services teams with delivery of the proposed solution
• Embrace and contribute to the achievement of Architech’s sustainability goals relating to Good Health & Well-being, Quality Education, Gender Equity and Reduced Inequalities

Qualifications

• Post-secondary education in Computer Science, Math or Engineering. 
• Experience applying architecture methodologies, such as Open Group TOGAF or similar.
• Proven experience with the architecture, design, development, deployment and support of software projects. 
• 6+ years of experience in IT industry working with different technologies with a major focus on cloud.
• At least 2+ years of experience in client-facing consulting environments with focus on pre-sales.
• Strong understanding of object-oriented and functional paradigms and architectural patterns. 
• Understanding of cloud computing technologies, business drivers, and emerging computing trends.
• Knowledge and experience with the JVM-based platforms and languages such as Java and SpringBoot. 
• Knowledge and experience with JavaScript and frameworks such as Angular and ReactJS.
• Solid understanding and experience with containers and a container orchestration platform, preferably Kubernetes.
• Solid understanding and experience with cloud platforms such as Azure, AWS or GCP including automated provisioning and management of services on those platforms.
• Solid understanding and experience with DevOps principles such as immutable infrastructure, CI/CD.
• Solid understanding of monitoring and logging considerations within a cloud based environment.
• Clear presentation and communication skills in customer interactions in a sales setting and externally at events. 
• Team-first mentality.
• Adaptability to changing project and technology requirements while being hands-on with project teams. 

Competitive Salary 
RRSP Match from Day 1
Employers Paid Health and Dental Insurance from Day 1
Gym Membership Discount from Day 1
Learning Budget
Certification Bonuses
Paid vacation and balance days
Health & Wellness and Work from Home Allowance
Social events and volunteer programs
Lunch and Learn Events and many more

Architech is an equal opportunity employer committed to diversity. Should you require any accommodations prior to or during the interview process, please indicate this during the interview process. We strongly encourage applications from racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

Company Description

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 are looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

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 provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. You’ll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.

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 on an as-needed basis

Your Experience

• Excellent written and verbal communication skills

• Ability to work well is a diverse team environment

• Experience with DLP, Data Patterns and data governance

• Experience with Linux and Unix systems

• Required experience with Cloud Security 

• Required experience with AWS, Azure, and/or GCP

• Knowledge of CASB service is a big plus.

• Knowledge of scripting languages, preferably JavaScript and/or Ruby a plus.

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 evolves. As threats and technology change, 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.

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.

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]

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

If you want to start or continue your career in an international IT company – here we are. Our support team is constantly growing and looking for new members to join and provide the best service for our customers.

You will have the opportunity to work with world-famous corporations in many domains, such as automotive, IoT, gaming, and intellectual property services.

PROJECT

We have a few different opportunities with various needs and specifics:

• Project for a Swedish automotive company – infrastructure monitoring in GCP and tickets resolution
• Project for a Swedish software company – we help to resolve OS issues for users all around the world
• Support for a Belgium 3D printing services and software company – we are part of their internal support center helping with daily routine

RESPONSIBILITIES:

• Providing 2nd level technical support services on a 24/7 basis
• Securing that the agreed levels of service are met according to the Service Level Agreement (SLA)
• Monitoring of Infrastructure and Integrations to other systems
• Incident and escalation reporting
• Reporting status and progress according to the project and company demands
• Creating and updating support and maintenance related documentation
• Performing all tasks and providing deliverables on a good level of quality
• Reporting status and progress according to the project and company demands
• Maintaining and developing positive relationships with customers and colleagues

REQUIREMENTS:

• At least 2 years of experience in technical support domain
• Experience with operating system installation, configuration, upgrade, and maintenance experience (Linux, Windows)
• Working experience with SQL
• Knowledge and configuration experience in Networking
• Experience with troubleshooting/monitoring utilities
• Understanding of Support methodologies, processes, planning, tools and techniques
• At least Intermediate level of English

Snow Software is the global leader in technology intelligence solutions, ensuring the trillions spent on all forms of technology is optimized to drive maximum value.

More than 4,000 organizations around the world rely on Snow's platform to provide complete visibility, optimize usage and spend, and minimize regulatory risk.

Headquartered in Stockholm, Snow has more local offices and regional support centers than any other software asset and cloud management provider, delivering unparalleled results to our customers and partners.

What you’ll be doing:

We are looking for an experienced Support Engineer to join our team in delivering quality product support.

You will be working within our friendly regional support team to resolve customer and partner technical issues.

This is a fast paced, varied and challenging role where you can use and grow your skills in the latest technologies.

This is a remote role with the option to visit our offices should you choose to. We may ask you on occasion if you can travel to attend team/company events or training.

Role duties include:

• Responsible for customer support experience for customers and partners requiring support with Snow Products.
• Performing troubleshooting within customer environments, focused on the resolution of customer reported issues.
• Manage a number of cases simultaneously, throughout the case lifecycle, to meet KPI and CSAT objectives.
• Working and collaborating as a global support team to achieve company Objectives and Key Results.
• Creating content within the support knowledge base.

Skills:

• Previous Technical Support experience (2+ years).
• Understanding of databases and writing database queries (such as SQL).
• Experience of Networking and Operating Systems (UNIX/Linux would be a bonus).
• An understanding of cloud technologies.
• Excellent interpersonal and communication skills speaking, reading and writing in English (ideally applied within a customer support role).
• Be a team player, promote a spirit of cooperation and teamwork.
• Proven technical diagnostic and problem-solving skills.
• Eager to learn new skills and technologies.

Desirable skills:

• Experience of Active Directory, Virtualization, and Microsoft 365.
• Experience supporting products and solutions delivered as a service.
• Knowledge of IIS.
• SAM or Software Licensing Experience.
• Knowledge of one or more of the following Products: ServiceNow, Salesforce, Adobe, Oracle.
• Knowledge and experience of cloud technologies such as, Microsoft Azure, Amazon Web Services and others.

This is a chance for you succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. We fully recognize that it is our employees that make Snow a success and the global leader in the development and delivery of dedicated SAM solutions. If you are the right person for the role, we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business.

We look forward to your application.

#LI-MC1

#LI-Remote

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 are looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

Your Career

As a Platinum Support Engineer, you will work firsthand with our valued Platinum 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.

The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers. 

Your Impact

• Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web

• Meet enhanced response SLA’s for customers who purchase our Platinum Support Offering

• 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

• Work directly with ETAC and Engineering to get customer issues resolved

• Have a thorough understanding of software release and bug cycles

• Conduct multi-vendor troubleshooting

• Has visibility across the entire organization and Executive Leadership 

• 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 

• This position is on a 9 am-6 pm shift

Your Experience

• Required experience with TCP IP

• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required

• In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)

• Experience with security (IPSEC, SSL-VPN, NAT, GRE)

• Prior experience in similar vendor Technical Support Centers

• Experience with Authentication Protocols a plus (Radius / TACACS)

• Excellent written and verbal communication skills

• Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus

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 evolves. As threats and technology change, 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.                          

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.

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]

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Our Mission
 
At Palo Alto Networks® everything starts and ends with our mission:
 
Being the cybersecurity partner of choice, protecting our digital way of life.
 
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.
 
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Your Career

At Palo Alto Networks®, everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. 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.

In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations.  You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.

Your Impact

• Provide Tier 3 Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Managing 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
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Participation in on-call duties

Your Experience

• Excellent written and verbal communication skills
• Fluent knowledge of English. Knowledge of any other major European language will be an advantage
• Previous experience in a Technical Support environment is required
• Strong knowledge of TCP/IP
• Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
• Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
• Experience with Layer 7 application protocols (DNS,  DHCP,  FTP,  HTTP/HTTPS) is a strong advantage 
• Experience with Cisco security products, Checkpoint, Juniper , Fortinet is a plus.
• Experience with Authentication Protocols is a plus (Radius /TACACS)
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required 

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 evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing 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.

Our Commitment

We’re trailblazers who dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: We can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected] 

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

NielsenIQ is the market leader in bringing neuroscience expertise to the field of consumer research. Our methodology looks at advertising, branding, product development, packaging, and entertainment. NielsenIQ brings world-class experts in neuroscience and marketing to develop better methods of understanding consumer thought, emotion, and behavior.

As a Junior Technical Support Engineer, you’ll be part of a team of smart, Support global internal and external stakeholders to continuously evolve the Neuro Technology & Infrastructure, and we continue to adopt the best of breed in cloud-native, low-latency technologies.  Our team is co-located and agile, with central technology hubs in Chicago, Madrid, Toronto and Chennai. 

What you’ll do:  

• Proactively address potential hardware, software and network issues
• Support global internal and external stakeholders to continuously evolve the Neuro Technology & Infrastructure
• Closely work with all internal stakeholders including Science, Engineering, Operations and Development teams
• Liaison with Desktop Configuration, Security, Network and enterprise infrastructure teams
• Comply with organization Security & Asset management policies
• Drive operational excellence through quality closures and proper escalation of issues
• To be able to operate in a flexible schedule to support Global teams

We’re looking for people who have: 

• Minimum of 1-2 years of experience as a Technical Support Engineer or similar role
• Bachelor's degree in Information Technology, Computer Science or equivalent
• Ability to prioritize tasks based on urgency and importance
• Ability to communicate effectively and be prompt in responses
• Fluency in English to communicate effectively

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.