Senior Technical Support Engineer - Focused Services

4 days ago

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Palo Alto Networks

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Palo Alto Networks is a leading cybersecurity company that offers a comprehensive suite of products and services designed to protect networks, cloud environments, and enterprise operations from cyber threats. The company's offerings include advanced threat prevention, network security, cloud security, IoT security, endpoint protection, and managed detection and response services. With a strong emphasis on AI-driven security operations and zero trust architectures, Palo Alto Networks is recognized as a leader in enterprise firewall solutions and other areas of cybersecurity across numerous sectors worldwide. The company provides expertise in threat intelligence, incident response, and proactive assessment to help organizations secure their infrastructure and data. Their solutions cater to a variety of industries, including financial services, healthcare, manufacturing, and the public sector. Palo Alto Networks is committed to advancing cybersecurity with AI-powered precision to ensure comprehensive protection and efficient threat response.

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. • 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

• 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. • 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. • Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus.

🏖️ Benefits

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