Sr. Technical Support Engineer, Prisma Access
Company: Palo Alto Networks, Inc.
Location: San Jose
Posted on: January 27, 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 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. 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. 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 provide the fast
assistance they need to keep their environments secure - which
means you'll need to move quickly, and thoughtfully, and provide
technical assistance as needed (often, in high-pressure
situations). Your Impact
- Provide Technical Support to customers and partners
- 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
- 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.
- Travel to customer sites in the event of a critical situation
to expedite resolution as required
- Provide on-call support 24x7 on an as-needed basis Your
Experience
- Willing to work flexible and varying shift times including
weekends and evenings
- Previous experience in a Technical Support environment is
required
- Excellent written and verbal communication skills
- 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 a 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
- Virtualization experience (AWS, Azure, VMWare, OpenStack)
- Experience with Windows and MAC OS is a plus (Debugging,
Editing Registries, Plist, etc.)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and
Fortinet products a plus
- Bachelor's degree or equivalent military experience required
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, Prisma Access, Engineering , San Jose, California
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