Sr. Technical Support Engineer, Platinum Support

Palo Alto Networks•Plano, CA

1d•$103,400 - $167,200

About The Position

As a Platinum Support Engineer, you will work firsthand with our valued Platinum 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. The type of Customer purchasing our Platinum Service is those who manage critical infrastructures and do require guaranteed response times as well as enhanced services for their mission-critical systems. Platinum is the first step towards offering a truly differentiated level of support starting with our high profile and largest customers.

Requirements

5+ years of relevant support experience
Required experience with TCP/IP
Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
In-depth experience in routing and switching (OSPF, BGP, VLAN)
Experience with security (IPSEC, SSL-VPN, NAT, GRE)
Prior experience in similar vendor Technical Support Centers
Excellent written and verbal communication skills
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
Bachelor's degree or equivalent military experience required

Nice To Haves

Experience with Authentication Protocols a plus (LDAP/SAML/Radius / TACACS)
Knowledge of VM and multi cloud environment is preferred
Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products, ZScaler a plus
Advanced certifications such as CCNP CCIE/JNCIP, JNCIE/PCNSE - a plus

Responsibilities

Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Meet enhanced response SLA’s for customers who purchase our Platinum Support Offering
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
Work directly with ETAC and Engineering to get customer issues resolved
Have a thorough understanding of software release and bug cycles
Conduct multi-vendor troubleshooting
Has visibility across the entire organization and Executive Leadership
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.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support 24x7 on an as needed basis & provide coverage on weekends and public holidays as needed