What Jobs are available for Support Roles in Upper Holloway?

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!

Job Description

Your Career

You will work firsthand with our valued customers to address their complex post–sales concerns where analysis of situations or data requires an in–depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non–technical and technical professionals.

You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices
• Respond to user-reported issues within defined SLAs, ensuring high customer satisfaction
• Triage and resolve technical issues via ticketing systems, phone, and remote sessions
• Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams
• Identify root causes (code, configuration, or environment), and work with engineering and product teams to deliver permanent solutions
• Share insights from customer interactions to improve our product and support experience
• Document troubleshooting steps and resolutions clearly for both internal and customer use
• Lead root cause analysis and coordinate corrective actions to prevent recurrence
  
  

• Have lived in the UK for the last 5 consecutive years, or
• Hold British Citizenship
• This is essential to obtain UK Security Clearance and is a strict hiring requirement.
• Demonstrated ability to troubleshoot and resolve complex issues across varied environments, independently and effectively
• Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registries
• In-depth understanding of public cloud platforms and deployment best practices
• Strong knowledge of network protocols (TCP/IP) and security practices (IPSec, SSL-VPN, NAT, GRE)
• Hands-on experience with cloud infrastructure operations and troubleshooting customer tech stacks.
• Familiarity with SIEM tools, vulnerability management, malware analysis, and firewall configurations
• Ability to communicate complex technical solutions to a wide range of audiences, both technical and non-technical
• Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages
• 3–5 years of experience in Technical Support, or similar hands-on roles
• Bachelor’s/Master’s degree in a technical field or equivalent practical/military experience
  
  

Would you like to become part of an exclusive and longstanding temporary community, offering the opportunity to regularly work within world leading private equity and alternative investment firms?

Over 90% of our temporary candidates work exclusively with us. For over 15 years, we have been a trusted partner to private equity firms, asset managers, boutique investment banks, hedge funds, venture capital firms, and UHNW family offices. We assist our community of dedicated Receptionists, EAs and PAs in finding steady temporary opportunities and are always on the lookout for talented and dependable individuals to join our growing network!

Our assignments include short-term holiday covers, ongoing temporary roles, and an increasing number of temporary-to-permanent positions. These opportunities allow you to start working quickly without the delays typical of traditional permanent hiring processes, giving you the chance to ensure a role and company are the right fit for you before making a permanent commitment.

Typical responsibilities:

• Complex diary and inbox management
• Arranging international travel itineraries
• Managing expenses
• Other administrative tasks to the assigned team(s)/individual(s)

Details and benefits:

• Fully office based, in London's West End and Mayfair (sometimes with hybrid working potential)
• Potential hourly rate of up to £32ph plus holiday pay (dependant on level of experience)
• Free breakfasts and lunches included with many of our clients
• Experience working in private equity, boutique finance and fast-paced environments is highly desirable.

If you're an experienced Executive Assistant who is seeking temporary work while searching for the perfect permanent role or a career temp aiming to develop new skills while also dedicating time to your personal passions, please get in touch!

“I started temping with Joss Search at the start of 2020 and I absolutely love them! Clients are lovely – great pay – and the Joss team are the loveliest group of people! I’m an actor and they really try to help and be flexible! (…) I’ve never felt so taken care of!”

Joss Search is proud to be an Equal Opportunity employer, passionately supporting and promoting equality, diversity and inclusion. We are committed to building an inclusive culture, respecting our individual differences and bringing our community together.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate product and service information to customers.
• Troubleshoot and resolve customer issues efficiently.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments when necessary.
• Identify opportunities to improve customer service processes.
• Gather customer feedback and relay it to relevant teams.
• Maintain a high level of customer satisfaction.
• Collaborate with internal teams to resolve customer issues.
• Stay up-to-date with product knowledge and company policies.

• Previous experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and ticketing systems.
• Ability to multitask and manage time effectively.
• Patient and empathetic approach to customer interactions.
• High school diploma or equivalent required.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers, identifying root causes and providing effective solutions.
• Guide customers through product features and functionalities, offering clear instructions and support.
• Escalate complex issues to senior support tiers or relevant development teams when necessary, providing detailed documentation.
• Maintain accurate and comprehensive records of customer interactions and resolutions in the CRM system.
• Develop and update customer-facing documentation, FAQs, and knowledge base articles.
• Proactively identify trends in customer issues and provide feedback to the product development team.
• Assist in training new customer support representatives.
• Contribute to improving the overall customer support experience and processes.
• Ensure customer satisfaction by delivering exceptional service and support.

• Proven experience in a technical customer support or helpdesk role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience with remote support tools.
• A patient and empathetic approach to customer service.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Familiarity with SaaS products is a plus.
• Flexibility to work occasional evenings or weekends if required.

• Manage a high volume of inbound customer queries via phone, email, and chat.
• Troubleshoot and resolve technical and non-technical issues efficiently.
• Escalate complex problems to appropriate departments while maintaining ownership until resolution.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor junior support team members, sharing best practices and expertise.
• Identify trends in customer issues and provide feedback to product and engineering teams for service enhancements.
• Proactively engage with customers to ensure satisfaction and gather feedback.
• Contribute to the development and implementation of new support strategies and tools.
• Ensure all customer interactions are logged accurately and follow established protocols.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Represent the company's values and commitment to excellence in every interaction.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software (e.g., Zendesk, Salesforce) and ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• Strong understanding of IT support principles and customer service best practices.
• A proactive approach to identifying and resolving customer needs.
• Excellent written and verbal English proficiency.
• Experience in training or mentoring junior staff is a strong advantage.
• Adaptability and resilience in handling challenging customer situations.
• Commitment to continuous learning and professional development.

• Manage and resolve complex customer inquiries and issues via phone, email, and in-person interactions.
• Provide expert guidance and support on a wide range of financial products and services.
• Escalate unresolved issues to appropriate departments and ensure timely resolution.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Develop and update customer support documentation and knowledge base articles.
• Identify trends in customer inquiries and provide feedback to improve services and products.
• Train and mentor junior customer support staff.
• Contribute to the development and implementation of customer service best practices.
• Proactively engage with clients to ensure satisfaction and build strong relationships.
• Handle sensitive client information with the utmost confidentiality and professionalism.

• Minimum of 5 years of experience in a customer-facing role, preferably within the financial services industry.
• Proven ability to handle complex and sensitive customer issues with empathy and efficiency.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in CRM software and standard office applications.
• Knowledge of financial products and services is highly desirable.
• Ability to remain calm and professional under pressure.
• Team player with a positive attitude and strong work ethic.
• Willingness to work on-site in our **London, England, UK** office.
• Bachelor's degree or equivalent relevant experience.

• Handle escalated customer support inquiries via phone, email, and chat.
• Provide timely, accurate, and professional solutions to customer issues.
• Troubleshoot and resolve technical and non-technical problems effectively.
• Document customer interactions and resolutions in the CRM system.
• Mentor and guide junior customer support representatives.
• Contribute to the creation and maintenance of support documentation and FAQs.
• Identify and report recurring customer issues and suggest process improvements.
• Collaborate with other departments to resolve complex customer problems.
• Maintain a high level of customer satisfaction and loyalty.
• Participate in ongoing training to enhance product knowledge and support skills.

• Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage and de-escalate difficult customer interactions.
• Experience in training or mentoring team members is a plus.
• Customer-centric mindset with a passion for delivering exceptional service.
• Ability to work effectively in a hybrid office/remote environment.
• High school diploma or equivalent; further education or certifications are beneficial.

• Provide advanced technical and non-technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex customer issues, escalating to relevant departments when necessary.
• Develop and maintain a deep understanding of our client's products and services to provide accurate information and solutions.
• Assist in training and mentoring junior customer support representatives.
• Contribute to the creation and maintenance of customer support knowledge base articles and FAQs.
• Identify trends in customer inquiries and feedback, providing insights to improve products and services.
• Ensure customer satisfaction by delivering timely, professional, and effective support.
• Handle customer complaints and difficult situations with diplomacy and professionalism.
• Process returns, exchanges, and other customer-related transactions accurately.
• Participate in team meetings and contribute to service improvement initiatives.

• Provide expert-level technical and customer support via phone, email, and chat.
• Diagnose and resolve complex customer issues efficiently and effectively.
• Manage and maintain customer support documentation and knowledge base articles.
• Train and mentor junior customer support representatives.
• Identify trends in customer issues and provide feedback for product improvement.
• Collaborate with engineering and product teams to address escalated issues.
• Ensure all customer interactions are logged accurately in the CRM system.
• Contribute to the development of support strategies and best practices.

• Proven experience in a customer support or helpdesk role, with at least 3 years in a senior capacity.
• Strong technical aptitude and troubleshooting skills.
• Excellent written and verbal communication abilities.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and ticketing systems (e.g., Zendesk).
• Ability to work independently and manage time effectively in a remote setting.
• Experience in a remote-first work environment is highly desirable.