Senior Technical Support Engineer

1 Month ago • 5 Years + • Software Development & Engineering

Job Summary

Job Description

As a Senior Technical Support Engineer, you will work directly with customers to address their complex post-sales concerns. You will need to analyze situations, evaluate data, and provide technical assistance in high-pressure situations. Responsibilities include providing technical support, handling escalations, troubleshooting, and providing best practices. You will also manage support cases, perform root cause analysis, and create detailed RCA documents. Additionally, you will prepare technical documentation, work with engineering on bug fixes, and participate in training sessions. This role requires quick thinking, strong communication skills, and the ability to work flexible hours.
Must have:
  • 5+ years of customer-facing technical support experience
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, etc.
  • Experience working with Firewall Central Management Systems
  • Strong ability to debug complex networks
  • Excellent English written and verbal communication skills
Good to have:
  • Experience with Windows, Linux and MAC OS
  • Experience with Cisco, Checkpoint, Juniper, and Fortinet products
  • Willingness to travel to customer sites in critical situations

Job Details

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for the better. 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.

Disruption is at the core of our technology and our way of working to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve,
together.

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
  • T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks
  • Provide configurations, 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
  • Preparing detailed RCA documents for official submissions to customers
  • 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.
  • Working with engineering on filling bugs and working with product teams on feature requests
  • Working on Hot / Risk technical escalations from the region or other theaters 
  • Lead case swarming and training sessions for frontline teams
  • Willing to work in flexible and varying shift times, including weekends and evenings

Qualifications

  • More than 5 years of customer-facing technical support experience
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Working knowledge of Security services (IDS/IPS, Firewalls etc.)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Excellent English written and verbal communication skills are required
  • Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
  • Willing to work in flexible and varying shift times including weekends and evenings is a plus
  • Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus

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 trailblazers that dream big, 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.

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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