Sr. Technical Support Engineer, Focused Services, NGFW

Palo Alto Networks•Plano, TX

5h•$108,000 - $162,000•Onsite

About The Position

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. Under Focused Services, 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).

Requirements

Minimum of 5 years of network security experience along with strong communication and customer service skills
In depth, hands on network troubleshooting skills
Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
Working knowledge of Security services (IDS/IPS, Firewalls etc.)
Virtualization experience (AWS, Azure, VMWare, OpenStack)
The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
Excellent written and verbal communication skills
BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
Willingness to work outside of normal business hours, including weekends (As business needs dictates)

Nice To Haves

Experience with virtualization technologies such as AWS, Azure, or VMWare.
Scripting experience with Python or Shell.
Experience with multi-vendor security products including Cisco ASA, Checkpoint, or other next-generation firewalls.
Proven ability to effectively communicate and present technical concepts to diverse audiences, including executive-level stakeholders.
Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)

Responsibilities

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
Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external 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
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.