Senior Technical Support Engineer

Your Career

In this role, you will provide post-sales technical support to Palo Alto Networks End User Customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development, Sales, Q/A, and Marketing to build positive customer experience.

Your Impact

• Provide Tier 3 level Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done 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.
• Occasionally participation in on-call duties
• Assist in developing and documenting threat specific escalation processes
• Internal Tool Development
• Technical Case Audits - Identify educational opportunities

Requirements

Your Experience

• Excellent written and verbal communication skills
• Fluent knowledge of English - Knowledge of any other major European language will be an advantage
• Previous experience in a Technical Support environment is required
• Wireshark/TCPDump packet capture troubleshooting – specifically with HTTP/SSL/SMB
• Linux familiarity
• Technical skills - expert knowledge in TCP/IP, HTTP, PKI & SSL, intrusion detection/prevention
• Virtualization experience (vsphere, virtualbox, hyper-v, etc)
• Nice to have - programming experience, shell/perl/python scripting, understanding of malnets, security clearance
• Strong knowledge of TCP/IP
• Solid understanding and hands-on experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
• Strong experience with Security (IPSEC / SSL-VPN / NAT / GRE)
• Experience with Layer 7 application protocols (DNS, DHCP, FTP, HTTP/HTTPS) is a strong advantage
• Experience with Cisco security products, Checkpoint, Juniper, Fortinet is a plus
• Experience with Authentication Protocols (Radius /TACACS) is a plus
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols is required