Sr. Technical Support Engineer, Platinum Support

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 as we are.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

As a Platinum Support Engineer, you will work firsthand with our valued Platinum 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.

The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers. 

Your Impact

• Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Provide technical services around Cloud and Network Security technologies, troubleshooting and best practices observations to customers.
• Meet enhanced response SLA’s for customers who purchase our Platinum Support Offering
• 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
• Work directly with ETAC and Engineering to get customer issues resolved
• Have a thorough understanding of software release and bug cycles
• Conduct multi-vendor troubleshooting
• Has visibility across the entire organization and Executive Leadership 
• 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
• Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed

Qualifications

(Shift 12:00-9:00 Pacific Time) or (Shift 12:00-9:00 Central Time)

Your Experience

• Required experience with TCP/IP
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• 4+ years of relevant support experience. 1+ years of experience of Palo Alto Networks 
• In-depth experience in routing and switching (OSPF, BGP, VLAN)
• Experience with security (IPSEC, SSL-VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)
• Excellent written a