Sr. Technical Support Engineer, VM-Series

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.

Our vision is a world where each day is safer and more secure than the one before. 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 as we are.

Who We Are 

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.  

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! 

Job Description

Your Impact

• Provide Technical Support to customers and partners

• Provide configurations, troubleshooting and best practices to customers

• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner

• Provide fault isolation and root cause analysis for technical issues

• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base

• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

• Travel to customer sites in the event of a critical situation to expedite resolution as required

• Provide on-call support 24x7 on an as-needed basis

Qualifications

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

• Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture

• Ability to work independently, as well as contribute as a team player.

• Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)

• Experience with Security Protocols (IPSEC / SSL-VPN / NAT / GRE)

• Good understanding of Unix/Linux and Windows operating systems.

• Knowledge of one or more virtualization hypervisors: VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V

• Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices

• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)

• Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba 

• Understanding the working of any one of the Next generation Firewall devices ( Palo Alto Networks Cisco, Checkpoint, Juniper(Netscreen), Fortinet, Crowdstrike, Zscaler etc)

• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus

• Working knowledge of Next-Generation Firewall (NGFW) delivered as a cloud-native service is a plus.

• Knowledge of traffic generation tools and scripting languages is a plus

• Previous experience supporting Palo Alto Networks Products is a plus

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 doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll 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, you’ll seek them out to ensure our client