Staff IT Application Support Engineer- Customer Experience

Company Description

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.
Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

Fast-paced, fast-changing and unpredictable defines our information technology team. We are looking for analytical, agile, and influential leaders who can quickly deliver meaningful results and solutions with the flexibility to accommodate evolving business needs and shifting priorities.

Join a dynamic and fast-paced team of seasoned developers & support engineers to support critical order to cash applications. 

Your Impact

• Investigate and diagnose complex application issues escalated from L1 support and users, utilizing technical expertise to identify root causes and implement solutions.
• Manage support tickets, track incidents, prioritize issues based on severity and impact, and provide timely updates to users and stakeholders.
• Conduct thorough analysis to determine the underlying cause of recurring issues and implement preventative measures to avoid future problems. 
• Provide clear and concise explanations to users regarding technical issues, address concerns, and maintain a positive customer experience.
• Update knowledge base with detailed troubleshooting steps, solutions, and relevant information to support future issue resolution. 
• Identify when issues require escalation to L3 support teams and provide necessary context for further investigation.
• Maintain agreed SLA’s, MTTA and MTTR.
• Required to work in the shift model to provide global and on-call support.

Qualifications

Your Experience 

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Must have 5+ years of experience in L2 function supporting Order to Cash business function. 
• Strong understanding of application architecture, databases, and operating systems
• Advanced troubleshooting skills and problem-solving abilities
• Excellent communication and interpersonal skills to effectively interact with users and technical teams
• Proficiency in ticketing tools and system monitoring dashboards 
• Tools & Scripting knowledge (e.g., Service Now, MySQL, Postman, GSuite etc.,) for troubleshooting & reporting purposes.
• Familiarity with ITIL framework and best practices for incident management
• Maintain agreed SLA’s, MTTA and MTTR.
• Required to work in the shift model to provide global and on-call support.
• Certifications, domain knowledge : Salesforce, SAP, Java
• Must be local in SF bay area to be onsite

Additional Information

The Team

Working at a high-tech cybersecurity company within Information Technology is a once-in-a-lifetime opportunity. You’ll join the brightest minds in technology, creating, building, and supporting tools and enabling our global teams on the front line of defense against cyberattacks.

We’re connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fast-paced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $124000 - $201500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment
We’re problem solvers that 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.

Is role eligible for Immigration Sponsorship?: Yes