Senior Technical Support Engineer

At Palo Alto Networks everything starts and ends with our mission :

Being the cybersecurity partner of choice, protecting our digital way of life.

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.

We take our mission of protecting the digital way of life seriously. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. As a member of our team, you will be shaping the future of cybersecurity. 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

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'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).

Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web

Remote support, deployment and knowledge transfer

Handle support cases to ensure issues are recorded, tracked, resolved, and follow–ups finished in a timely manner

Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

Work to reproduce customer issues and qualify critical issues

Publish Technical Support Bulletins and other user documentation in the Knowledge Base

Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing

Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.

8+ years of deep technical knowledge and technical support with a strong customer focus or related experience

Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required

Strong project management, time management, and organizational skills

Profound knowledge in networking protocols such as – TCP / IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP

Prior experience in similar vendor Technical Support Centers

Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus

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 customer's 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.

We're 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 we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

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 accommodations@paloaltonetworks.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.