Senior Technical Support Engineer - Focused Services

Company Description

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.

We have the vision of a world where each day is safer and more secure than the one before. These arent easy goals to accomplish - but were not here for easy. Were here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and were looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Were changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, weve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

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. 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 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 youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact
Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Remote support, deployment and knowledge transfer
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
Work shoulder to shoulder with the Sales and Sales Engineering Teams
Qualifications

Your Experience
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
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 the behind-the-scenes 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, 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.

Were a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means were good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

Our Commitment

Were trailblazers that dream big, 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.
Palo Alto Networks

Fecha de publicación: 28/06/2023