Senior Technical Support Engineer, Swing Shift 12-9 PT

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

This is a Swing Shift Position working Monday through Friday, 12pm to 9pm PT

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 Technical Support to customers, partners and Palo Alto Networks Tier2 engineers by phone, e-mail and in person
• Work directly with ETAC and Software Engineering to get customer problems resolved
• Have a thorough understanding of the Software release and bug cycles
• Able to isolate root cause for product defects and Reproduce customer issues in the lab
• 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
• Networks with key contacts outside own area of expertise- regularly participate in technical discussions with cross-functional teams
• Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer-facing forums and other technical documentation
• Manage technical escalations & own complex cases
• Able to conduct multi-vendor troubleshooting
• Develop into Subject matter expert in at least one area
• Has visibility across the entire organization - leadership is recognized across the organization
• Provide coaching and mentoring to Tier 2 engineers

Qualifications

Your Experience

• Long term experience related to the position is required - typically 5+ years of relevant experience
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
• Experience with Cisco, Checkpoint, Juniper (Netscreen), Fortinet is a plus
• Expert in Routing and Switching protocols (e.g. OSPF / BGP / VLAN / STP)
• Strong experience with Security Protocols (e.g. IPSEC / SSL-VPN / NAT / GRE)
• Experience with Authentication Protocols is a plus
• Ability to independently debug broad, complex and unique networks with mixed media and protocols is required
• Industry Certifications a plus
• Ability to work independently, as well as contributing as a team player

Additional Information

The Team

Our technical support team is critical to our success and mission. As par