Senior Technical Support Engineer

As a Senior Technical Support Engineer at Palo Alto Networks, you will provide critical post-sales technical support to customers and partners, addressing complex issues requiring in-depth evaluation. You will manage support cases, perform fault isolation and root cause analysis, and publish technical documentation. This role involves participating in technical discussions with cross-functional teams, influencing product operability, and providing configurations and best practices. You will also participate in weekend on-call rotations and provide after-hours support, ensuring fast and thoughtful assistance in high-pressure situations to keep customer environments secure.

Must Have

• Provide Technical Support to customers and partners
• Provide technical services include writing scripts, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Provide configurations, troubleshooting and best practices to customers
• Work with our Engineering team and influence the operability of the product
• Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis
• Effectively communicate to all levels and stakeholders on complex technical issues
• 5+ years of relevant support experience
• Required experience with supporting EndPoint software products
• Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
• Strong experience with MS environment (GPO, Active Directory)
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds
• BS/MS or equivalent experience required

Good to Have

• Experience with Android OS, iOS based applications (Installation, troubleshooting, Debugging)
• Experience with EndPoint security software (Antivirus, IDS/IPS, DLP)
• Knowledge of SIEM, vulnerability management tools and firewalls
• Experience understanding malware, exploits, operating system structure and behavior
• Experience with batch scripting and Python
• Knowledge of Cloud infrastructure
• Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop)

Perks & Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items
• Mental health resources
• Financial health resources
• Personalized learning opportunities
• Flexible work where needed

Company Description

Our Mission

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

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

Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. 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!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

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, 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).

Your Impact

• Provide Technical Support to customers and partners
• Provide technical services include writing scripts, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Provide configurations, troubleshooting and best practices to customers.
• Work with our Engineering team and influence the operability of the product.
• Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• 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.

Qualifications

Your Experience

• 5+ years of relevant support experience
• Required experience with supporting EndPoint software products.
• Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging).
• Experience with Android OS, iOS based applications (Installation, troubleshooting, Debugging).
• Strong experience with MS environment (GPO, Active Directory).
• Experience with EndPoint security software is a plus (Antivirus, IDS/IPS, DLP).
• Knowledge of SIEM, vulnerability management tools and firewalls.
• Experience understanding malware, exploits, operating system structure and behavior.
• Experience with batch scripting and Python is a plus
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
• Knowledge of Cloud infrastructure a plus
• Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus
• BS/MS or equivalent experience required.

Additional Information

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.

Our Commitment

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.com.

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.

All your information will be kept confidential according to EEO guidelines.