Sr. Technical Support Engineer, Focused Services, NGFW

Palo Alto Networks•Reston, TX

3d•Onsite

About The Position

Job Summary 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. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products and better cybersecurity. The Team Our technical support team is critical 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 evolves. As threats and technology change, 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.

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

Provide technical support, configurations, troubleshooting, and best practices to customers and partners.
Manage support cases to ensure timely recording, tracking, resolution, and follow-up.
Collaborate with engineering teams to resolve customer-found defects and drive product improvements.
Perform fault isolation and root cause analysis for complex technical issues in customer environments.
Create and publish technical documentation, such as support bulletins and knowledge base articles.
Review and provide feedback on technical documentation for training materials, marketing collateral, and user guides.
Travel to customer sites for critical situations to expedite resolution when necessary.
Provide on-call support on a rotational basis to address urgent customer needs.

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