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Sr. Technical Support Engineer, Focused Services

Company: Palo Alto Networks, Inc.
Location: San Jose
Posted on: January 23, 2023

Job 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 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. We're changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we 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. 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. Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture. 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 top-tier customers
  • Provide tailored troubleshooting, configuration guidance, and best practices
  • Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps in the ticketing system
  • Conduct multi-vendor troubleshooting on complex customer engagements and build positive customer experience by working closely with Account, Sales, and Marketing teams
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
  • Be the subject matter expert on core technologies of Palo Alto Networks product line
  • Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
  • File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
  • Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
  • Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
  • Travel to customer sites in the event of a critical situation to expedite resolution as required Your Experience
    • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
    • OSI and TCP/IP networking standards
    • Networking Operations -TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT -Static, Dynamic, and PAT
    • Troubleshooting Network and Networking Tools -Wireshark, GNS3
    • Routing Protocols -OSPF, BGP
    • VPN Technologies -IPsec, SSL, Site-to-Site VPN, Remote Access VPN
    • Authentication Protocols - LDAP, TACACS+, Radius
    • The below skills are a plus -
      • Virtualisation experience (AWS, Azure, VMWare, OpenStack)
      • Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)
      • Multi-Vendor Exposure -Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems
      • Technical Customer Support Background
      • BS in computer science, information technology, computer architecture, electrical engineering, mathematics ,related experience or equivalent military experience required
      • Excellent written and verbal communication skills
      • Willingness to work outside of normal business hours (As business needs dictate) 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 . 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. Covid-19 Vaccination Information for Palo Alto Networks Jobs
        • Vaccine requirements and disclosure obligations vary by country.
        • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
          • The job requires accessing a company worksite
          • The job requires in-person customer contact and the customer has implemented such requirements
          • You choose to access a Palo Alto Networks worksite
          • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Keywords: Palo Alto Networks, Inc., San Jose , Sr. Technical Support Engineer, Focused Services, Engineering , San Jose, California

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