Sr. Technical Support Engineer, NGFW

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 believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

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. 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.

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

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Primary escalation point for technical issues that are unable to be resolved by front line support engineers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Identify product defects (code, environment) and file bug reports with the engineering team and coordinate with Quality Assurance teams to improve overall software quality per release cycle
• Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide support that includes mandatory weekend, holiday shift work and on-call support.  Support includes a blend of as-needed and rotational coverage, which is subject to change.   

Qualifications

Your Experience 

• 5+ years of relevant support experience
• Proven ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls
• In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
• Experience with security protocols (IPSEC, SSL-VPN, NAT)
• Required strong experience with TCP IP,HTTP, PKI & SSL
• Experience with Authentication Protocols (SAML, MFA, LDAP, Radius / TACACS)
• Experience in system administration side managing Windows, MAC, Linux client operating systems
• Excellent written and spoken communication skills
• Ability to work independently, as well as contributing as a team player
• Prior experience working in similar vendor Technical Support Centers is plus
• Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
• Industry Certifications 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