Sr. Technical Support Engineer, Focused Services

Your Impact

• Provide designated technical support to customers as outlined by the statement
• of work and industry best practices 
• Respond to user-reported issues in adherence to established Service Level Agreements  
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise 
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
• Provide timely feedback into the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Your Experience

• Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (AWS, Azure, GCP), CI/CD, Terraform, Ansible, Container Registries, Serverless a plus
• Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use
• Required experience with TCP/IP, and knowledge of Security Protocols and Procedures (IPSEC / SSL-VPN / NAT / GRE)
• Knowledge of Cloud infrastructure- ability to effectively deploy and manage cloud environments and integrate technologies that are part of customer stacks, to accurately replicate and resolve customer issues
• Knowledge of SIEM, vulnerability management tools, firewalls, malware, exploits, operating system structure and behavior
• Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
• BS / MS or equivalent experience required or equivalent military experience required
• Experience with scripting including Python, JSON, YAML, and Bash - plus
• 3-5 years of relevant experience with strong communication and customer service skills

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.