Sr. Technical Support Engineer, Automation

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.

Our Approach to Work

We lead with personalization 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 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 with some flexibility offered where needed. 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 on the industry’s best cybersecurity solutions together!

Job Description

Your Career

We are looking for a highly motivated and customer-focused professional. As part of the global Cortex support team, you will serve our customer base by providing technical support, answering incoming support inquiries, and managing escalations, phone calls, and emails effectively, efficiently, and friendly within defined service level agreements. 

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 area of expertise, with a strong capability of detailing complex technical issues to 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 provide the fast assistance they need to keep their environments secure – which means you’ll need to move quickly and thoughtfully and provide technical assistance as needed (often in high-pressure situations).

Your Impact

• Provide Technical Support to customers and partners

• Provide technical services, including writing scripts, troubleshooting, and best practices to customers

• Respond to user-reported issues in adherence to established Service Level Agreements

• Perform advanced troubleshooting at the application and OS levels, using your knowledge and relevant expertise

• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed on time

• 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.

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

• Work with our Engineering team and influence the operability of the product

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

• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix

• Provide timely feedback into the development process on customer-reported product problems

• Document actions to effectively communicate information internally and to customers

• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Qualifications

Your Experience

• At least 5  years of experience as a Support Engineer

• Experience in Linux and scripting (JS, Python, or PowerShell)

• Experience understanding malware, exploits, operating system structure, and behavior

• Experience with Bash scripting and Python is a plus

• Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required