Sr. Technical Support Engineer

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. Your 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.

Under USG team, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

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 and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• 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.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support 24x7 on an as-needed basis

Requirements

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture
• Ability to work independently, as well as contribute as a team player
• Knowledge of one or more virtualization hypervisors: VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
• Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
  Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba
• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
• Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
• Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
• Good understanding of Unix/Linux and Windows operating systems
• Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
• Knowledge of traffic generation tools and scripting languages is a plus
• Previous experience supporting Palo Alto Networks Products is a plus

Additional information

The Team

Our technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customers needs. As threats and technology evolve, we stay in step to accomplish our mission.

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Were a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means were good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

Our Commitment

Were trailblazers that dream big, take risks, and challenge cybersecurity status quo. Its simple: we cant accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $108,400/yr to $175,350/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.