Staff Technical Support Engineer, Cloud

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. 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).

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

Qualifications :

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Strong analytical and problem-solving skills self-motivated and detail-oriented with the ability to see the bigger picture
• Ability to work independently as well as contribute as a team player.
• Good understanding of the following networking protocols (TCP/IP Ethernet VLAN OSPF BGP)
• Experience with Security Protocols (IPSEC / SSL-VPN / NAT / GRE)
• Good understanding of Unix/Linux and Windows operating systems.
• Knowledge of one or more virtualization hypervisors: VMWare ESX/ESXi KVM/Qemu Citrix XenServer Microsoft Hyper-V
• Demonstrable basic knowledge with AWS and Microsoft Azure installation configuration and administration of security features and services including identity and access management service-related security features networking firewalls encryption and related best practices
• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
• Knowledge of deploying firewalls in one or more Public cloud infrastructures
• Understanding the working of any one of the Next generation Firewall devices ( Palo Alto Networks Cisco Checkpoint Juniper(Netscreen) Fortinet Crowdstrike Zscaler etc)
• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
• Working knowledge of Next-Generation Firewall (NGFW) delivered as a cloud-native service is a plus.
• Knowledge of traffic generation tools and scripting languages is a plus
• Previous experience supporting Palo Alto Networks Products 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 trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

Palo Alto Networks is evolving and changing the nature of work 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 weve 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.

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.

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.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.

Remote Work :

No

Employment Type :

Full-time