Senior Technical Support Engineer NGFW - Swing Shift

Your Career

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

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 missioncritical 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 postsales technical support configurations troubleshooting and standard methodologies to customers via phone email and web
• Meet enhanced response SLAs for customers who purchase our Platinum Support Offering
• 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
• Work directly with ETAC and Engineering to get customer issues resolved
• Have a thorough understanding of software release and bug cycles
• Conduct multivendor 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 problemsolving guides etc.
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Provide oncall support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed

Qualifications :

Your Experience 

• 5 years related experience 
• Required experience with TCP/IP
• Ability to independently debug broad complex and unparalleled networks with mixed media and protocols required
• Indepth experience in routing and switching (OSPF BGP VLAN)
• Experience with security (IPSEC SSLVPN NAT GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)
• Excellent written and verbal communication skills
• Knowledge of VM and multi cloud environment is preferred
• Strong ability to independently debug broad complex and unique networks with mixed media and protocols required
• Experience with Windows and MAC OS is a plus (Debugging Editing Registries Plist etc.)
• Experience with Cisco Checkpoint Juniper (NetScreen) Fortinet products ZScaler a plus
• Advanced certifications such as CCNP CCIE/JNCIP JNCIE/PCNSE a plus
• Bachelors degree or equivalent military experience required

Additional Information :

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 doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission. 

Youll 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 youll 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.  

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 nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $94000 $152000/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

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.