Sr. Technical Support Engineer, Focused Services - Prisma SDWAN

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both nontechnical 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. As part of the Prisma SDWAN support team you will serve our customer base by providing technical support by answering incoming support inquiries and managing escalations phone calls and emails in an effective efficient and friendly manner within defined service level agreements.

You will regularly participate in technical discussions with multifunctional 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 youll need to move quickly thoughtfully and provide technical assistance as needed (often in high pressure situations).

Your Impact

• Offer advancedlevel technical assistance to our toptier customers ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure

• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues

• Work to reproduce customer issues and qualified critical issues

• Respond to userreported issues in adherence to established Service Level Agreements  

• Perform advanced troubleshooting at the application level and OS level using your knowledge and relevant expertise 

• Identify the area of fault (code environment or configuration) and work with the appropriate team(s) implementing the fix

• Provide timely feedback into the development process on customerreported product problems

• Document actions to effectively communicate information internally and to customers

• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

• Be the subject matter expert on core technologies of Palo Alto Networks product line

• 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 problemsolving guides

• Travel to customer sites in the event of a critical situation to expedite resolution as required

Qualifications :

Your Experience 

• Minimum of 5 years of network security experience along with strong communication and customer service skills

• Knowledge of SDWAN Architectures and network troubleshooting skills

• Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies expertise with general routing/switching Routing protocols (e.g BGP OSPF EIGRP) branch and DataCenter Architectures.

• Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC GRE PKI & SSL/TLS DNS DHCP)

• Experience with Multifactor Authentication Protocols (2FA RADIUS LDAP AD CAC cards tokens etc.)

• Working knowledge of Security services (IDS/IPS Firewalls etc.)

• Virtualization experience (AWS Azure VMWare OpenStack)

• Experience with Windows Linux and Mac OS is a plus (Debugging Editing Registries Plist etc.)

• Experience with Cisco Checkpoint Juniper (Netscreen) and Fortinet products a plus

• The ability to independently debug broad complex and unique networks with mixed media and protocols is required.

• Excellent written and verbal communication skills

• BS in computer science information technology computer architecture electrical engineering mathematics or related experience or equivalent military experience required

• Excellent written and verbal communication skills

• Willingness to work outside of normal business hours including weekends (As business needs dictates)

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 ones and will fix 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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $0 $0/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.