Senior Technical Support Engineer
About The Position
As a Senior Technical Support Engineer on Palo Alto Networks’ Technical Support team, you will provide post-sales technical support, configuration guidance, and troubleshooting to customers. You will diagnose and resolve complex technical issues using fault isolation and root cause analysis, while ensuring customer cases are accurately recorded, tracked, resolved, and followed up promptly. The role contributes to a positive customer experience and to improving the Knowledge Base and user documentation. The team supports customers as their products, threats, and technologies change. Its work includes implementing new products, transitioning customers from older products, fixing integrations, and addressing critical issues. Palo Alto Networks states that most teams work from the office full time, with flexibility when needed. This role also provides on-call support 24x7 as needed and may require travel to customer sites during critical situations.
Requirements
- At least 5 years of progressive experience in network security or enterprise technical support engineering.
- A bachelor’s degree in computer science, information technology, computer architecture, electrical engineering, or mathematics; related experience or equivalent military experience is also accepted.
- Experience with TCP/IP.
- Ability to independently debug broad, complex networks involving mixed media and protocols.
- In-depth experience in routing and switching, including OSPF, BGP, VLAN, and STP.
- Experience with security technologies including IPSEC, SSL-VPN, NAT, and GRE.
- Prior experience in a similar vendor Technical Support Center.
- Excellent written and verbal communication skills.
Nice To Haves
- Experience with authentication protocols such as Radius or TACACS.
- Experience with Cisco, Checkpoint, Juniper (NetScreen), or Fortinet products.
Responsibilities
- Provide post-sales technical support, configuration assistance, and troubleshooting to customers by phone, email, and web.
- Manage support cases so issues are recorded, tracked, resolved, and followed up promptly.
- Use fault isolation and root cause analysis to diagnose and address complex technical issues.
- Reproduce customer issues and qualify critical issues.
- Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
- Collaborate with Development, Sales, Quality Assurance, and Marketing to build a positive customer experience.
- Review user documentation, including training materials, technical marketing collateral, manuals, and problem-solving guides.
- Provide on-call support 24x7 on an as-needed basis.
- Travel to customer sites during critical situations to expedite resolution.
Benefits
- Compensation may include restricted stock units and a bonus. The posting refers candidates to a separate benefits description but does not list specific benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
