Senior Technical Support Engineer - Network Security
Senior Technical Support Engineer - Network Security
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Salary Not Disclosed
1 Vacancy
Job Description
Your Career
In this role you will provide postsales technical support to Palo Alto Networks End User Customers via phone email and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You will work to reproduce customer issues and qualify escalations. You will also work with Development Sales Q/A and Marketing to build positive customer experience.
Your Impact
- Provide Tier 3 level Technical Support to customers and partners
- Provide configurations troubleshooting and best practices to customers
- Managing support cases to ensure issues are recorded tracked resolved and followups are done 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.
- Occasionally participation in oncall duties
- Assist in developing and documenting threat specific escalation processes
- Internal Tool Development
- Technical Case Audits Identify educational opportunities
Qualifications :
Your Experience
- Excellent written and verbal communication skills
- Fluent knowledge of English Knowledge of any other major European language will be an advantage
- Previous experience in a Technical Support environment is required
- Wireshark/TCPDump packet capture troubleshooting specifically with HTTP/SSL/SMB
- Linux familiarity
- Technical skills expert knowledge in TCP/IP HTTP PKI & SSL intrusion detection/prevention
- Virtualization experience (vsphere virtualbox hyperv etc)
- Nice to have programming experience shell/perl/python scripting understanding of malnets security clearance
- Strong knowledge of TCP/IP
- Solid understanding and handson experience in Routing & Switching (OSPF / BGP / VLAN / STP etc)
- Strong experience with Security (IPSEC / SSLVPN / NAT / GRE)
- Experience with Layer 7 application protocols (DNS DHCP FTP HTTP/HTTPS) is a strong advantage
- Experience with Cisco security products Checkpoint Juniper Fortinet is a plus
- Experience with Authentication Protocols (Radius /TACACS) is a plus
- Strong ability to independently debug broad complex and unique networks with mixed media and protocols is required
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 doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.
Youll be involved in implementing new products transitioning from old products to new and fixing integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.
Our Commitment
Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
