Senior Technical Support Engineer

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both nontechnical and technical professionals.

You will regularly participate in technical discussions with multifunctional 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 provide the fast assistance they need to keep their environments secure which means youll need to move quickly thoughtfully and provide technical assistance as needed (often in highpressure situations).

Your Impact

• Provide postsales technical support configurations troubleshooting and standard methodologies to customers via phone email and web
• Handle support cases to ensure issues are recorded tracked resolved and followups 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
• 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.
• Provide oncall support 24x7 on an as needed basis
• Travel may be required to customer sites in the event of a critical situation to expedite resolution

Qualifications :

Your Experience

• Required experience with TCP IP
• Ability to independently to debug broad complex and unparalleled networks with mixed media and protocols required
• Indepth experience in routing and switching (OSPF BGP VLAN STP)
• Experience with security (IPSEC SSLVPN 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

Additional Information :

The Team

Our technical support team is essential 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 doesnt stop once they sign it just evolves. Our technical team provides behindthescenes support to meet our customers needs. As threats and technology evolve we stay in step to accomplish our mission. Youll be involved in implementing new products transitioning from old products to new ones and will fix integrations and critical issues as they are raised in fact youll 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.

Were a fastgrowing immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks protecting everyday transactions in the digital environment. It means were good at scaling quickly to new threats getting fulfillment from resolving new problems and thinking about things just plain different.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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  .

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.

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  • The job requires accessing a company worksite
  • The job requires inperson customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
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