Senior Technical Support Engineer - Focused Services

November 12

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Palo Alto Networks

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Security Operating Platform • Cloud Security • SaaS Security • Network Security • Next-Generation Firewall

10,000+ employees

Founded 2005

🔒 Cybersecurity

🏢 Enterprise

💰 $10M Series C on 2008-11

Description

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web. • Handle support cases to ensure issues are recorded, tracked, resolved, and follow–ups 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. • Travel may be required to customer sites in the event of a critical situation to expedite resolution.

Requirements

• BS/MS or equivalent experience or equivalent military experience required. • 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience. • Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage. • Excellent written and spoken communication skills, strength with establishing relationships. • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required. • Excellent interpersonal skills and the ability to work well independently and in a team. • Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive. • Passionate to learn, understand, and dissect new technology stack quickly on own. • Strong project management, time management, and organizational skills. • Strong analytical skills for interpreting business requirements and translating them into technical specifications. • Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP. • Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation. • Experience with security (IPSEC, SSL–VPN, NAT, GRE). • Prior experience in similar vendor Technical Support Centers. • Experience with Authentication Protocols a plus (Radius / TACACS). • Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus. • Excellent problem solving, critical thinking, communication, and teamwork skills. • Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business.

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees. • Mental and financial health resources. • Personalized learning opportunities.