Sr. 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 aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity and our organisation as we are.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve 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.

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. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll 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.

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

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

Your Impact

• Travel to customer sites in the event of a critical situation to expedite resolution as required
• File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Provide tailored troubleshooting, configuration guidance, and best practices.
• Provide Technical Support to top-tier customers.
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
• Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
• Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams
• Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps in the ticketing system
• Be the subject matter expert on core technologies of Palo Alto Networks product line

Qualifications

Your Experience

• Troubleshooting Network and Networking Tools: Wireshark, GNS3
• Virtualization experience (AWS, Azure, VMWare, OpenStack)
• Routing Protocols: OSPF, BGP
• Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)
• Willingness to work outside of normal business hours (As business needs dictate)
• Networking Operations: TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT: Static, Dynamic, and PAT
• The below skills are a plus:
• Technical Customer Support Background
• VPN Technologies: IPsec, SSL, Site-to-Site VPN, Remote Access VPN
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience
• Excellent written and verbal communication skills
• Multi-Vendor Exposure: Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Authentication Protocols: LDAP, TACACS+, Radius.
• OSI and TCP/IP networking standards