Staff Support Engineer (IT Salesforce GTM)

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 lead to cash applications. 

Your Impact

• Technical Support: Provide advanced support for Salesforce CPQ, Sales and Service Cloud issues, troubleshooting and resolving escalated problems.

• Production support tickets analysis/triaging/resolution and providing RCA (as/when needed)

• Engaging right stakeholders (ticket requester/dev team to troubleshoot production support issues, if needed

• Creating problem management, JIRA tickets for repetitive issues pertaining to code issues/bulk data migration issues etc

• Configuration Management: Assist in configuring and maintaining CPQ, Sales and Service Cloud settings, including product rules, pricing, and discounting structures.

• User Training: Conduct training sessions for end-users to enhance their understanding of CPQ, Sales and Service Cloud functionalities and best practices.

• Documentation: Create and update support documentation, knowledge base articles, and process flows. Creating L2 Knowledge Base (KB) articles for repetitive issue for process improvement

• Collaboration: Work with cross-functional teams including sales, product management, and IT to address and resolve CPQ, Sales and Service Cloud-related challenges.

• 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 equivalent military experience required.

• Must have 5+ years of experience in L2 function supporting CRM applications. 

• Salesforce Knowledge: Strong understanding of Salesforce CPQ OR Sales and Service Cloud and its integration with other Salesforce products.

• Strong “Lead to Cash” business process understanding.

• Analytical Skills: Ability to analyze issues and provide effective solutions promptly.

• Communication: Excellent verbal and written communication skills to interact with technical and non-technical users.

• Problem-Solving: Strong problem-solving skills to address complex CPQ OR Sales and Service Cloud scenarios.

• Attention to Detail: Meticulous attention to detail in configuration and documentation.

• Familiarity with ITIL framework and best practices for incident management

• Certifications OR domain knowledge : Salesforce CPQ Specialist, Sales and Service Cloud certification is preferred.

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.

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? No. Please note that we will not sponsor applicants for work visas for this position.

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.