Sr. Technical Support Engineer, Focused Services

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 take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

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. 

YOUR IMPACT

Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure.

 Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations.

Provide tailored troubleshooting, configuration guidance, and best practices

Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system.

Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams

Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers

Be the subject matter expert on core technologies of Palo Alto Networks product line. 

Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools. 

File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle

Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness. 

Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides

Travel to customer sites in the event of a critical situation to expedite resolution as required. 

Qualifications

YOUR EXPERIENCE

Minimum 7 years of technical customer support experience

Expertise in TCP/IP, LAN/WAN technologies, including routing/switching, BGP, OSPF, EIGRP

Advanced understanding of packet flow across OSI layers

Extensive experience troubleshooting Remote Access VPNs (IPsec, PKI, SSL)

Ability to independently debug complex networks with mixed media and protocols

In-depth knowledge of networking operations (TCP, UDP, SNMP, IPv6, VLSM, CIDR, NAT)

Proficiency wi