Sr. Technical Support Engineer, Focused Services (Firewall) - EMEA Shift

undefined ago • 5 Years + • Software Development & Engineering

Job Summary

Job Description

You will work firsthand with valued customers to address complex post-sales concerns, requiring in-depth evaluation and critical thinking. You'll network with key contacts and detail technical issues to both technical and non-technical professionals. You will participate in technical discussions with multi-functional teams, fostering transparency for better products and cybersecurity. Your quick and thoughtful support will provide fast assistance to clients, often in high-pressure situations, ensuring their environments remain secure.
Must have:
  • Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
  • Remote support, deployment and knowledge transfer
  • 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
  • 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 may be required to customer sites in the event of a critical situation to expedite resolution
  • Work shoulder to shoulder with the Sales and Sales Engineering Teams
Good to have:
  • Advanced certifications such as CCIE/JNCIE/ CISSP
  • Experience with Authentication Protocols (Radius / TACACS)
  • Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series
Perks:
  • FLEXBenefits wellbeing spending account with over 1,000 eligible items
  • Mental health resources
  • Financial health resources
  • Personalized learning opportunities
  • Development programs
  • Personal wellbeing programs

Job Details

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 post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
  • Remote support, deployment and knowledge transfer
  • 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
  • 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 may be required to customer sites in the event of a critical situation to expedite resolution
  • Work shoulder to shoulder with the Sales and Sales Engineering Teams

Your Experience

  • BS/MS or equivalent experience or equivalent military experience required
  • 5+ years of deep technical knowledge and technical support with a strong customer focus or related experience
  • Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage
  • Excellent written and spoken communication skills, strength with establishing relationships
  • Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
  • Excellent interpersonal skills and the ability to work well independently and in a team
  • Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive
  • Passionate to learn, understand, and dissect new technology stack quickly on own
  • Strong project management, time management, and organizational skills
  • Strong analytical skills for interpreting business requirements and translating them into technical specifications
  • Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP
  • Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
  • Experience with security (IPSEC, SSL–VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centers
  • Experience with Authentication Protocols a plus (Radius / TACACS)
  • Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus
  • Excellent problem solving, critical thinking, communication, and teamwork skills
  • Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business

The Team

Our technical support team is essential 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs. As threats and technology evolve, 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.

We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

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.

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About The Company

Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in history. Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before.

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