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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