Senior Technical Support Engineer, Focused Services

<h3>Company Description</h3><p><strong>Our Mission</strong></p><p>At Palo Alto Networks® everything starts and ends with our mission:</p><p>Being the cybersecurity partner of choice, protecting our digital way of life.</p><p>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.</p><p>We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we 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.</p><h3>Job Description</h3><p><strong>Your Career</strong></p><p>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.</p><p>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).</p><p><strong>Your Impact</strong></p><ul><li>Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web</li><li>Remote support, deployment and knowledge transfer</li><li>Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner</li><li>Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues</li><li>Work to reproduce customer issues and qualify critical issues</li><li>Publish Technical Support Bulletins and other user documentation in the Knowledge Base</li><li>Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing</li><li>Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.</li><li>Travel may be required to customer sites in the event of a critical situation to expedite resolution</li><li>Work shoulder to shoulder with the Sales and Sales Engineering Teams</li></ul><h3>Qualifications</h3><p><strong>Your Experience</strong></p><ul><li>BS/MS or equivalent experience or equivalent military experience required</li><li>8+ years of deep technical knowledge and technical support with a strong customer focus or related experience</li><li>Advanced certifications such as CCIE/JNCIE/ CISSP- an advantage</li><li>Excellent written and spoken communication skills, strength with establishing relationships</li><li>Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required</li><li>Excellent interpersonal skills and the ability to work well independently and in a team</li><li>Self-disciplined, self-managed, self-motivated and strong sense of ownership, urgency, and drive</li><li>Passionate to learn, understand, and dissect new technology stack quickly on own</li><li>Strong project management, time management, and organizational skills</li><li>Strong analytical skills for interpreting business requirements and translating them into technical specifications</li><li>Profound knowledge in networking protocols such as - TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP</li><li>Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation</li><li>Experience with security (IPSEC, SSL-VPN, NAT, GRE)</li><li>Prior experience in similar vendor Technical Support Centers</li><li>Experience with Authentication Protocols a plus (Radius / TACACS)</li><li>Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint,  Juniper, Fortinet) firewall environments - PANW firewalls and VM-Series - A plus</li><li>Excellent problem solving, critical thinking, communi