Senior Technical Support Engineer Firewall ( NAM shift )

Job Summary

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. 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 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 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).

Key Responsibilities

• Provide Technical Support to customers and partners
• T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks
• 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
• Preparing detailed RCA documents for official submissions to customers
• 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.
• Working with engineering on filling bugs and working with product teams on feature requests
• Working on Hot / Risk technical escalations from the region or other theaters 
• Lead case swarming and training sessions for frontline teams
• Willing to work in flexible and varying shift times including weekends and evenings

Qualifications :

Preferred Qualifications

• More than 5 years of customer-facing technical support experience
• Expertise with Remote Access VPN solutions IPSEC PKI & SSL TCP/IP Authentication Protocols (LDAP RADIUS etc.)
• Experience working with networking technologies: ARP - LACP - 802.1Q - STP - routing protocols (OSPF BGP) on IPv4/IPv6
• Experience working with Firewall Central Management Systems
• Experience working with 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
• Excellent English written and verbal communication skills are required
• Experience with Windows Linux and MAC OS is a plus (Debugging Editing Registries Plist etc.)
• Experience with Cisco Checkpoint Juniper (Netscreen) and Fortinet products is a plus
• Willing to work in flexible and varying shift times including weekends and evenings is a plus
• Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus

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 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 of 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 :

Full-time